Caresoft Global
Case Management Advisor (Payroll)
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Job Title: Case Management Advisor (Payroll)
Location: Solihull, Birmingham
Hybrid: 2 days in the office Tuesday and Wednesday and then 3 days working from home
Rate: £23.60ph via an Umbrella Company (Inside IR35) or £17.69ph on a PAYE basis
Employment Type: Contract (6 months)
Hours: Standard 40 Hours Per Week
Visa Sponsorship is not available - You need to be residing in the UK to apply.
Position Description:
The case management advisor is responsible for managing employee & manager queries through to resolution, ensuring a high-quality customer experience, compliance with company policies, and adherence to service level agreements. The role acts as a key point of contact for people chapter, payroll, workforce operations, and employee relations enquiries, providing advice, guidance & case coordination while maintaining accurate records within the case management system.
Duties:
Case Management:
- Manage a portfolio of employee & manager cases from receipt to resolution
- Ensure all cases are accurately logged, categorized, prioritised, and updated within the case management system
- Investigate & resolve enquiries in accordance with agreed procedures and service levels.
- Escalate complex cases to specialist teams where required
- Monitor open cases and proactively follow up to ensure timely closure
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Customer Service
- Deliver professional, responsive, & customer focused service.
- Provide clear guidance & advice on policies, processes, and system-related queries.
- Communicate effectively with employees, managers & stakeholders at all levels.
- Manage customer expectations & provide regular updates on case progress.
Quality & Compliance
- Ensure all case handling activities comply with company policies, GDPR, and relevant legislation.
- Maintain accurate & auditable case records.
- Identify potential risks & escalate when appropriate.
- Support compliance & governance requirements through accurate documentation.
Skills:
- Experience working within a case management, customer service, HR, Payroll or shared services environment.
- Strong problem solving & investigation skills
- Excellent written & verbal communication skills
- Ability to manage multiple priorities & work to deadlines
- Experience using case management or ticketing system.
- Strong attention to detail
- Working knowledge of data protection & confidentiality requirements.
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Experience preferred:
- Experience of HR, time & attendance, or employee relations processes.
- Knowledge of Sap, SuccessFactors, ServiceNow, C45, or equivalent case management system.
- Experience of working within Shared services or contact center environments
- Understanding of continuous improvement methodologies
THIS POSITION IS CONFIRMED INSIDE IR35
Do not miss out on your chance of interview – APPLY NOW!
Our Clients are unable to provide sponsorship for Visas; therefore, only candidates eligible to work in the UK need apply!
CS Technical Staffing Limited operates as an Employment Business and Employment Agency.
We are an independent highly-experienced recruitment consultancy dedicated to specialist markets within the Automotive, Aerospace, Agricultural & Construction Industries.
No terminology within this advert is intended to unlawfully discriminate on the grounds of age, sex, race or disability and we welcome all applications.
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