Case Management Advisor

Job Title: Case Management Advisor – Payroll – (phone number removed)

Location: Solihull

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.

Key Responsibilities

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.

Customer Service

• 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.

Quality, Compliance & Governance

• 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.

Desirable

• 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.