Case Management Advisor (Payroll)

Job Title: Case Management Advisor (Payroll) x6 Location: Solihull, Birmingham Hybrid: 2 days in the office Tuesday and Wednesday and then 3 days working from home Rate: £23.60ph via an Umbrella Company (Inside IR35) or £17.69ph on a PAYE basis Employment Type: Contract (6 months) Hours: Standard 40 Hours Per Week Reference: J37440925 Position Description: The case management advisor is responsible for managing employee & manager queries through to resolution, ensuring a high-quality customer experience, compliance with company policies, and adherence to service level agreements. The role acts as a key point of contact for people chapter, payroll, workforce operations, and employee relations enquiries, providing advice, guidance & case coordination while maintaining accurate records within the case management system. Duties: Case Management: • Manage a portfolio of employee & manager cases from receipt to resolution • Ensure all cases are accurately logged, categorized, priortised, and updated within the case management system • Investigate & resolve enquiries in accordance with agreed procedures and service levels. • Escalate complex cases to specialist teams where required • Monitor open cases and proactively follow up to ensure timely closure Customer Service • Deliver professional, responsive, & customer focused service. • Provide clear guidance & advice on policies, processes, and system-related queries. • Communicate effectively with employees, managers & stakeholders at all levels. • Manage customer expectations & provide regular updates on case progress. Quality & Compliance • Ensure all case handling activities comply with company policies, GDPR, and relevant legislation. • Maintain accurate & auditable case records. • Identify potential risks & escalate when appropriate. • Support compliance & governance requirements through accurate documentation. Skills: • Experience working within a case management, customer service, HR, Payroll or shared services environment. • Strong problem solving & investigation skills • Excellent written & verbal communication skills • Ability to manage multiple priorities & work to deadlines • Experience using case management or ticketing system. • Strong attention to detail • Working knowledge or data protection & confidentiality requirements. Experience preferred: • Experience of HR, time & attendance, or employee relations processes. • Knowledge of Sap, SuccessFactors, ServiceNow, C45, or equivalent case management system. • Experience of working within Shared services or contact center environments • Understanding of continuous improvement mythologies ** THIS POSITION IS CONFIRMED INSIDE IR35** ----------------------------------------------------------------------------------------------------------------------------------- Do not miss out on your chance of interview – APPLY NOW! Our Clients are unable to provide sponsorship for Visas; therefore, only candidates eligible to work in the UK need apply! CS Technical Staffing Limited operates as an Employment Business and Employment Agency. We are an independent highly-experienced recruitment consultancy dedicated to specialist markets within the Automotive, Aerospace, Agricultural & Construction Industries. No terminology within this advert is intended to unlawfully discriminate on the grounds of age, sex, race or disability and we welcome all applications.