CUSTOMER RELATIONSHIP EXECUTIVE

To manage the customer relationships from receipt of the contract, ensuring timely and efficient implementation through to on-going trouble & error-free best in class managed payroll service, enabling enhanced customer satisfaction evidenced in part by the timely payment of fees due.

KEY ACCOUNTABILITIES:

  • Manage customer and In-country partners (ICP) queries and expectations to ensure contract levels and SLA’s are fulfilled and excellent relationships are maintained.

  • Review and proactively refine existing service processes and procedures to drive the business forward.

  • Assist the Customer where necessary with forms, communication with ICP's, banks, tax offices, accountants, and other 3rd parties.

  • Provide advice on payroll related matters to non-UK employers/employees as required, developing an in-depth knowledge of specific countries (country champion).

  • Provide 'out of country payroll office' services as required on behalf of designated customers, i.e. in situations where the customer does not want to deal directly with the ICP.

  • Identify and escalate any issues threatening the successful fulfillment of a contract.

  • Ensure compliance with all SD Worx policies for the maintenance of Data Protection, confidentiality, integrity, and availability of information and to protect personal data for all customers and ICP's.

  • Identify new business opportunities within designated customers and facilitate additional/new customer/country services.

KNOWLEDGE, TECHNICAL SKILLS, QUALIFICATIONS & EXPERIENCE:             

  • Customer relationship management experience with subcontractors and/or customers, particularly in a Multinational environment.

  • Proven professional customer/call handling experience, including first-line, triage,

  • and query response in compliance with SLA's, KPI's, and service credits contractually agreed.

  • Proven knowledge of process methodology and the ability to develop/improve processes.

  • Very Fluent in another language.

  • Fully conversant with office technology packages – Outlook, Excel, Word, & PowerPoint.

  • Preferable experience in payroll management and calculations.

  • HSC/BAC.