Expleo Group
Case Management Advisor (Payroll)-J68951
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Case Management Advisor (Payroll)
Location: Solihull (Hybrid Working)
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.
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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 escalate 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.
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Desirable
- 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
- Continuous Improvement
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
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