The Client Support Team are the front line team 🙂
They are the first point of contact for Clients and Partners, handling all inbound emails and calls. They are all based at our HQ and have a super important role within the business.
They handle thousands of inbound emails and their job is to make sure those emails end up in the right place, whether that’s a timesheet, a new starter form or a client query.
These guys are not payroll professionals, they are our client support team and essentially they field all inbound communications, deal with all issues as a first point of call and escalate to the relevant department heads where issues arise.
It is this team that protect the people working on payrolls from being interrupted constantly with calls and emails to deal with, wherever possible they answer questions from clients that are non technical to protect the rest of the team!
The CIS team comes together in the first 2 weeks of the month and is made up of a mixture of team members, from the Quality Control team, financial team and payroll team…..they handle all CIS services ensuring CIS returns are completed in accordance with the deadlines.
This team take care of our Partner Accountants. They are an escalation point for issues and are the main contact for all of our 90+ partner accountants. They report all issues to our partner accountants in an open and honest way, keeping them fully informed on their clients payrolls and how we are doing as a a service provider. They have regular Keep In Touch meetings with partner account sharing how we are performing as a team, reporting any issues that have happened in the previous month (the good and the bad).
They are also responsible for bringing in new business and aiding in our continued growth.
Our on-boarding team are the first point of interaction for all new clients and work closely with clients and partner accountants to get all new payrolls set up correctly in plenty of time for their first pay run.
Typically per month we have 40-50 new clients from existing partner accountants – organic growth! If we are on-boarding new partners this number can triple, which is a huge achievement. Its a juggling act in this team and in busy months they have been know to on-board up to 150 clients!
The on-boarding team cover the following business activities:
- New Client PAYE Setups and Payroll migrations
- Pension Setups
- Agent Applications
These are our task guys! As you know, payroll brings with it A LOT of questions. Our technical team are responsible to answering technical payroll tasks and queries that are sent in by clients or partner accountants. They are responsible for investigating issues and bringing them to a timely resolution. In a typical month have over 500 tasks logged with this team, turnaround times are key. The best possible way to drive the number of tasks down, is to increase performance within the wider team as often tasks result from us dropping the ball elsewhere in the business.
The processing team are responsible for running all client payrolls. They do not have to deal with client inbound calls (unless they are one of our senior processors). The idea here is to let them focus on processing with minimal interruptions. They do have to deal with email queries on the payrolls they are running though and they are responsible for the end to end process on any payroll, as well as ensuring the payrolls they are assign get out the door on time, and all Submission are made!
The team consists of full and part time workers and they are accountable for following the payroll sorted processes for running payroll and ultimately fulfilling the payroll delivery service.
These guys are responsible for all our billing to clients and partners! They handle all invoicing processes, as well as credit control.
They really rely on our processing team though – as the information they have is only as good as the input. So it is vital changes in employee numbers, task fees and re-run fees are logged correctly to ensure we as a business are billing accurately and all extras are correctly invoiced for.
This team are responsible for ensuring all variable payrolls or fixed ones with a change are checked to the highest of standards before going out the door. We want the quality of payroll service to be the best out there, so we actually pay an entire team of people to check the processing teams work to ensure this happens. Their job is to make sure any errors made by the processing team are picked up, addressed and corrected before the payroll is sent to the client.
The Quality Control team is a safety net, something we value to ensure the best possible quality of work goes out the door. This shouldn’t make our processors complacent though and they should run a payroll as if they are the only eyes going to be cast over it, self checking along the way.
The Quality Control team monitor and track internal fails with a view to improve performance.