Case Management Advisor (Payroll)

About the role

The Case Management Advisor (Payroll) will act as the primary point of contact for employee and manager enquiries related to payroll, HR and workforce operations. You will deliver a high‑quality customer experience while ensuring compliance with company policies and service level agreements.

Key responsibilities

• Manage a portfolio of employee and manager cases from receipt through to resolution, logging each interaction in the case management system.
• Investigate and resolve enquiries in line with agreed procedures, escalating complex issues to specialist teams when necessary.
• Monitor open cases, proactively follow‑up and ensure timely closure to meet SLA targets.
• Provide clear guidance on payroll, HR and related processes, communicating effectively with stakeholders at all levels.
• Maintain accurate, auditable records and ensure compliance with GDPR and other relevant legislation.

Required profile

• Experience in case management, customer service, HR, payroll or shared‑services environments.
• Strong problem‑solving and investigative abilities with attention to detail.
• Excellent written and verbal communication skills.
• Ability to manage multiple priorities and meet deadlines.

Required skills

• ServiceNow (or equivalent case management system)
• SAP
• SuccessFactors
• C45
• Case management / ticketing system proficiency

What we offer

• Hybrid working – two days in the Solihull office (Tuesday & Wednesday) and three days remote.
• Competitive hourly rate of £23.60 via an Umbrella Company (Inside IR35) or £17.69 on a PAYE basis.
• Six‑month contract with the possibility of extension.