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Client Services Consultant

3 weeks ago

Mulgrave, Australia ADP Full time

**Position Purpose**

To provide optimal delivery of high quality payroll processing and support to internal and external clients of ADP as well as daily participation in Payline team and associated operational activities.

**Key Responsibilities**

Processing of allocated client payrolls
Provide inbound telephone support with key objective of 1st Call Resolution
Ensure all relevant issues and activities are entered into ADP's Client Information System (CIS) accurately
All threatened business to be logged in CIS as per department guidelines & escalated as per requirements to, Management and Team Leaders
Ensure client payroll processing schedules are updated and communicated to client as per the Non Negotiable Standards
Opportunities for extension business to be identified and acted upon or escalated to relevant departments as appropriate
Actively participate in department, team and company activities and initiatives e.g. Occupational Health and Safety, Service Excellence, Australian Customer Service Association, ongoing learning/training activities, team meetings and team building activities
Assist with projects and tasks as needed, e.g. client profitability, client pricing, client ageing, etc
Daily issue management and closure of technical issues Adherence to all statutory requirements
Provide technical support and implementation of the Payline product to our clients, including by not limited to General Ledger, Leave Reworks, On-Line Term Pay Calculations
Achievement of Payline & individual KPIs in line with department KPIs and goals
Promptly resolve client issues and/or escalate matter as required
Other payroll related tasks as requested
Client training as required
Actively participate in Worksmart program
Work flexible hours when required

**Experience**

Minimum 18 months Call Centre/Helpdesk experience
Experience with MS Office Suite (Word, Excel, Outlook etc)
Payroll/customer service experience highly regarded
Demonstrated effective communication to both clients and internal staff (written and verbal)
Commitment to delivering World Class Service
Ability to work under pressure of time constraints with ability prioritise client issues
Commitment to delivering World Class Service
Effective oral and written communication skills required
Must be able to work flexible hours
Collaboration as part of a team
Displaying excellent phone standards and prompt issue resolution

**Skills**

End to end Payroll
Planning & scheduling
Stakeholder Management
Process Improvement
Accuracy & Attention to Detail
Service Delivery
Results Accountability
Risk Management

**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.