Case Management Advisor - 37440925 (1333)
Warwick, Warwickshire
Other Specialisms » HR
Competitive salary
Part time / Contract
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Job Title
Case Management Advisor - Payroll - 37440925
Role Purpose
The Case Management Advisor - Payroll is responsible for managing employee and manager queries from receipt through to resolution, ensuring a high-quality customer experience while maintaining compliance with company policies, data protection requirements, and agreed service level agreements (SLAs).
The role serves as a key point of contact for Payroll, HR, Employee Relations, and Shared Services, providing guidance, advice, and end-to-end case management while maintaining accurate records within the case management system.
Case Management
- Manage a portfolio of employee and manager cases from initial receipt through to resolution.
- Accurately log, categorise, prioritise, and update all cases within the case management system.
- Investigate and resolve enquiries in accordance with established procedures and service levels.
- Escalate complex cases to specialist teams where appropriate.
- Monitor open cases and proactively follow up to ensure timely resolution.
- Deliver a professional, responsive, and customer-focused service.
- Provide clear guidance and advice on payroll policies, processes, and system-related queries.
- Build effective working relationships with employees, managers, and key stakeholders.
- Manage customer expectations and provide regular updates on case progress.
- Ensure all case handling activities comply with company policies, data protection legislation, and relevant employment regulations.
- Maintain accurate, complete, and auditable case records.
- Identify potential risks and escalate issues where appropriate.
- Support governance and compliance requirements through accurate documentation and record keeping.
Skills & Experience
Essential
- Experience in case management, customer service, HR, payroll, or a shared services environment.
- Strong problem-solving and investigative skills.
- Excellent written and verbal communication skills.
- Ability to manage multiple priorities and work to deadlines.
- Experience using case management or ticketing systems.
- High level of accuracy and attention to detail.
- Working knowledge of data protection and confidentiality requirements.
- Experience supporting HR, Payroll, Time & Attendance, or Employee Relations processes.
- Knowledge of HR or case management systems such as SAP, SuccessFactors, ServiceNow, C4S, or similar platforms.
- Experience working within a Shared Services or Contact Centre environment.
- Understanding of continuous improvement methodologies.