27 days old

iHCM Processing- Senior Client Support Specialist - 6006521305072019

England, AR 72046
  • Job Code
    6006521305072019

ROLE PROFILE: iHCM Senior Client Support Specialist
DEPARTMENT: Service Centre, Client Support -- UK Service
REPORTS TO: Client Support Manager

ROLE PURPOSE:
To support the (STM) Service Team Manager with the daily operations of the Team and Department with no direct reports. The role will be accountable for a positive contribution to ADP strategy and objectives, including Associate Engagement, NPS (Net Promoter Score) and Performance metrics.

KEY RESPONSIBILITIES:
To ensure smooth delivery of a high-quality service through:

  • Managing and monitoring the day to day operational tasks and activities
  • Support Telephone and Case Excellence programmes as well as other initiatives within the area
  • Act as a role model and contributing to collaborative working relationships with other departments
  • Working towards First Line Leadership Expectations
  • Seek opportunities for continuous service improvement (BPI initiatives).

KEY DUTIES/TASKS:

  • In line with the CS Specialist role (enhanced)
  • Manage team tasks and duties (i.e. assigning cases, drafting rotas etc)
  • Support with new starter induction and on-boarding
  • Assist with monthly 1-2-1s inc. evidence gathering
  • Action Client escalations
  • Action/manage NPS (transactional & relationship) call backs
  • Support associates in feedback and coaching sessions
  • Telephone and Case Excellence coaching and monitoring
  • Review survey feedback and contribute to improvement plans (i.e. NPS, Associates etc.)
  • Present metrics and achievements at internal meetings (team and department)
  • Cover your Manager and support the Team during absences

ESSENTIAL COMPETENCIES AND BEHAVIOURS:

  • Operates and promotes ADP's mission, vision and values at all times and demonstrates these within the day to day role.
  • Ability to lead a team, proven ability to plan, organize and be pro-active
  • Excellent time and process management skills
  • Aligns the right work with the right people; delegates tasks according to people's strengths and interests
  • Identifies the resources needed to achieve a goal, prioritising key steps anticipating the impact and risks of those decisions
  • Ability to communicate effectively at all levels within the team and company
  • Communicate and work co-operatively with others (within the team, with other departments/sites or external associates) focusing on a collective rather than individual goal
  • Displays an ongoing commitment to learning and developing self and others
  • Responds positively to change, embracing and using new practices or values to accomplish goals and solve problems. Leads the way for others to follow
  • Seen as a role model within the team and department -- demonstrates Leadership Expectations as an Individual Contributor.

SUPERVISORY RESPONSIBILITIES:

  • Will be expected to work under own initiative for day to day tasks in line with overall management guidance
  • Reports to the Client Support Manager and has no direct supervisory responsibilities but will be expected to manage resources, performance, projects and call/case quality for the area.

SKILLS AND KNOWLEDGE:

  • Minimum of 1-2 years' experience at ADP
  • High level understanding of ADP products and systems
  • Takes ownership and works towards deadlines
  • Outstanding customer service skills
  • Confident communicator
  • Has an active IDP (individual development plan)
  • Consistently achieving productivity and quality benchmarks for all skill elements.

We're designing a better way to work, so you can achieve what you're working for. Consistently named one of the 'Most Admired Companies' by FORTUNE Magazine, and recognized by DiversityInc as one of the 'Top 50 Companies for Diversity,' ADP works with more than 740,000 organizations across the globe to help their people work smarter, embrace new challenges, and unleash their talent. "Always Designing for People" means we're creating platforms that will transform how great work gets done, so together we can unlock a world of opportunity.

At ADP, we believe that diversity fuels innovation. ADP is committed to equal employment opportunities regardless of race, color, genetic information, creed, religion, sex, sexual orientation, gender identity, lawful alien status, national origin, age, marital status, or protected veteran status. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.

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Posted: 2019-09-17 Expires: 2019-10-17

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iHCM Processing- Senior Client Support Specialist - 6006521305072019

ADP
England, AR 72046

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