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 pr...