Nextgen Service Consultant - Perth, Australia - ADP

ADP

Verified Company

Perth, Australia

2 weeks ago

Posted by:

Olivia Brown

beBee Recruiter

Description

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 (selfservice, 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 problemsolving 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.