Incident and Resolutions Specialist

We are seeking a passionate Incident & Resolutions Specialist to join our Operational Excellence team within the Services organisation. This role is pivotal in ensuring effective incident and complaint resolution by coordinating responses, managing stakeholder communications, and driving continuous improvement across our service operations in the UK, Ireland, and Sweden. The successful candidate will collaborate with Service Delivery, Senior Leadership teams, and internal stakeholders to analyse root causes, implement corrective actions, and promote a client-first culture that enhances the overall service experience by applying in-depth knowledge of payroll processes and legislation, service operations and resolution management. This is a client-facing role with opportunities to impact service excellence across a dynamic and fast-paced organisation. Ideal for someone passionate about continuous improvement, data-driven insights, and enabling high-quality service delivery at scale.

Key Responsibilities

• Manage and monitor the lifecycle of complex product and client issues, incidents, and escalations across the UK, Ireland, and Sweden, ensuring timely and effective resolution in alignment with service standards.
• Act as the central coordination point for critical escalations, partnering cross-functionally with Service Delivery, Leadership, Compliance, Product, Technology and any other relevant stakeholder(s) to drive rapid response and resolution.
• Perform in-depth root cause analysis and track resolution effectiveness, feed findings into continuous improvement initiatives and prevention strategies.
• Maintain and update issue management logs, action trackers, and dashboards for visibility and reporting to key stakeholders.
• Facilitate resolution debriefs and post-incident reviews with internal teams, capturing learnings and translating them into actionable improvements.
• Support the implementation of standardised escalation management frameworks, ensuring consistent documentation, prioritisation, and closure processes.
• Prepare detailed case summaries and reports for executive and client-facing updates, ensuring clarity, accountability, and transparency.
• Contribute to the refinement of escalation standard operating procedures and knowledge bases to support operational readiness and reduce recurrence.
• Escalate systemic issues and risk indicators to appropriate governance channels with supporting data and context.
• Advocate for the client experience by ensuring a service recovery approach is embedded in all resolution activities.

Skills & Competencies

• Issue Resolution Expertise: strong experience in managing client escalations, operational incidents, or service disruptions within a structured service delivery environment.
• Analytical: demonstrated ability to identify root causes, assess operational risk, and implement corrective actions using data-driven insights.
• Stakeholder Management: proven ability to work with cross-functional stakeholders, manage expectations, and drive alignment across service, product, and compliance teams.
• Process Discipline: familiarity with service operations frameworks (ITIL, Six Sigma, etc.), issue tracking tools, and resolution workflows.
• Effective Communication: clear and concise communication skills—both written and verbal—to engage clients, influence internal teams, and deliver structured updates.
• Attention to Detail: high accuracy in documenting case history, resolution steps, and reporting outputs.
• Empathy and Patience: the ability to handle high stress situations with diplomacy and pragmatism.
• Resilience and Adaptability: comfort operating in high-pressure environments with multiple priorities and changing requirements.

Preferred Experience

• +2 years of experience in payroll, preferably in a service operations or customer support environment.
• Preferably experience in solving complex client, incident or escalation issues.
• Experience in end-to-end case management, tracking and logging.
• Familiarity with ADP platforms and service delivery models is a plus.
• Possesses industry-specific knowledge relevant to payroll processing and compliance.

Benefits

• 25 days holiday (you can also buy and sell up to 5 days each year).
• Flexible benefits - private medical insurance, excellent pension scheme, subsidised gyms, employee discount portal, life assurance cover, annual kids pass membership and many more.
• Study support.
• Employee Assistance Program.
• Company social events.
• Annual bonus scheme.

A little about ADP: We are a comprehensive global provider of cloud-based human capital management (HCM) solutions that unite HR, payroll, talent, time, tax and benefits administration and a leader in business outsourcing services, analytics, and compliance expertise. We believe our people make all the difference in cultivating a down-to-earth culture that embraces our core values, welcomes ideas, encourages innovation, and values belonging.

Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP is committed to an inclusive, diverse and equitable workplace, and is further committed to providing equal employment opportunities regardless of any protected characteristic including: race, colour, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, protected veteran status or disability.

Ethics at ADP: ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace.