Case Management Advisor (Payroll)-J68951

Contract: Fixed Term Contract until January 2027

Working Pattern: Full-time, Hybrid (2 days office-based Tuesday & Wednesday, 3 days working from home)

We're looking for a Case Management Advisor (Payroll) to join our team on a fixed-term basis until January 2027. This is an exciting opportunity to play a key role in delivering a high-quality case management service, supporting employees, managers, and key business stakeholders with payroll and people-related enquiries.

As a Case Management Advisor, you will manage a varied portfolio of cases from initial receipt through to resolution, ensuring excellent customer service, compliance with company policies, and adherence to service level agreements.

Key Responsibilities

Case Management

• Manage employee and manager cases through to successful resolution.
• Accurately log, categorise, prioritise, and update cases within the case management system.
• Investigate enquiries and provide timely, effective solutions.
• Escalate complex cases to specialist teams when required.
• Monitor open cases and proactively follow up to ensure prompt closure.

Customer Service

• Deliver a professional, customer-focused service at all times.
• Provide guidance and advice on payroll, policies, processes, and system-related queries.
• Communicate effectively with employees, managers, and stakeholders across the business.
• Manage customer expectations and provide regular updates throughout the case lifecycle.

Quality & Compliance

• Ensure all activities comply with company policies, GDPR, and relevant legislation.
• Maintain accurate and auditable case records.
• Identify risks and escalat where appropriate.
• Support governance and compliance requirements through thorough documentation.

Essential Experience & Skills

• Experience within a case management, customer service, HR, Payroll, Shared Services, or similar environment.
• Strong investigative and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to manage multiple priorities and work effectively to deadlines.
• Experience using case management, ticketing, or workflow systems.
• Strong attention to detail and accuracy.
• Good understanding of confidentiality and data protection requirements.
• Experience in HR, Payroll, Time & Attendance, or Employee Relations processes.
• Knowledge of SAP, SuccessFactors, ServiceNow, C4S, or similar systems.
• Experience working within a shared services or contact centre environment.
• Understanding of continuous improvement principles and methodologies.

What We're Looking For

Successful candidates will demonstrate strengths in:

• Effective Communication
• Customer Service Management
• Payroll Processing
• Organisation & Prioritisation
• Judgement & Decision Making
• Relationship Management

Working Arrangement

This is a hybrid role based in Solihull, with:

• Office attendance required every Tuesday and Wednesday
• Working from home on the remaining three days