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Nextgen Service Consultant

3 weeks ago

Perth, Australia ADP Full time

**Position Title**: NextGen Service Consultant

**Reporting Line**: MS Manager

**Position Purpose**: To provide high quality support to clients of ADP and participate in associated payroll operational activities.

**Key Responsibilities**:

- Support clients via omnichannel on product, system, legislation troubleshooting, and escalations as required:

- System and technical support
- General enquiries
- Legislation support including month end and year end requirements
- Report building & reconciliation
- Support clients through an extended service support period by performing payroll and reporting tasks that would normally be actioned by the client
- Work with internal teams and clients to identify, build and refine payroll best practice processes
- Identify and recommend continuous system and process improvements
- Investigate and resolve client escalations in a timely manner
- Ability to build workaround processes through testing and trial and error approach
- Manage client expectations in rapidly changing environment
- Manage and deliver ongoing client education related to client queries and/or escalations
- Contribute towards process documentation and perform User Acceptance Testing of new system features as required
- Contribute to client experience measures (Retention and Net Promotor Score) and business related performance goals
- Tasks and responsibilities may be reviewed and updated in accordance with NextGen phases

**Experience**:

- Minimum 3 years Customer Service experience via multiple channels (self-service, phone, live chat support)
- Knowledge of general payroll practices and operations is essential
- Comprehensive understanding of current Australian and New Zealand payroll legislation
- Demonstrated ability to investigate issues and find solutions
- Strong analytical and problem-solving experience
- Advanced computer skills including Microsoft Word and Excel

**Certifications / Qualifications**: Tertiary qualifications (Cert IV / Diploma/Degree within Business / Administration) is highly desirable) Relevant experience may be accepted and will be considered in lieu of formal qualifications.

**Skills**:

- Effective Communication
- Time Management
- Process Improvement
- Stakeholder Management
- Risk & Compliance Management
- Change Management
- Ability to work independently or as part of a team
- Attention to Detail

**Key Stakeholders**:

- ADP Clients
- EPS
- Relationship Management
- Implementation Consultants
- Technical Support Consultants

**Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP**: ADP affirms that inequality is detrimental to our associates, our clients, and the communities we serve. Our goal is to impact lasting change through our actions. Together, we unite for equality and equity. ADP is committed to equal employment opportunities regardless of any protected characteristic, including race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.