Call Handler (Oracle HR & Payroll Support)
Adecco are recruiting on behalf of a Local Authority for experienced Oracle HR & Payroll Support Call Handlers to join their Business Services team in Lewes.
Location: County Hall, LewesContract: Temporary – Initial 2 monthsWorking Pattern: Hybrid, 37 hours per weekPay: £13.49 per hour
The Role
We are seeking three experienced Call Handlers (Oracle HR & Payroll Support) to support employees during the launch of a new Oracle Payroll system. Acting as the first point of contact, you will provide professional and empathetic telephone support to employees raising payroll-related queries and concerns.
Working within the Business Services team, you will play a key role in ensuring enquiries are accurately recorded, appropriately triaged and escalated to the relevant support teams. This is a customer-focused role requiring excellent communication skills, resilience and the ability to handle sensitive conversations professionally while helping employees feel informed and supported.
Key Responsibilities
- Handle incoming calls from employees raising payroll queries or reporting issues relating to the new Oracle Payroll system.
- Provide a professional, empathetic and reassuring service when responding to sensitive pay-related concerns.
- Listen carefully to callers, clarify issues and manage challenging conversations calmly and confidently.
- Record call details, actions taken and outcomes accurately within the agreed call logging or ticketing system.
- Triage enquiries using approved guidance and **escalate** complex or urgent cases to payroll, HR or technical support teams.
- Provide clear information and approved guidance, explaining next steps and managing expectations appropriately.
- Follow agreed procedures, scripts and escalation routes to ensure a consistent service.
- Handle confidential employee and payroll information in line with organisational procedures.
- Work collaboratively with payroll, HR and technical colleagues to ensure enquiries are directed to the correct teams.
- Identify recurring issues and emerging trends, escalating concerns to supervisors where appropriate.
- Keep up to date with guidance and service updates to ensure accurate and consistent support is provided.
- Support the Oracle Helpdesk by triaging tickets, prioritising enquiries and routing requests to the appropriate teams when not handling calls.
About You
We are looking for candidates who can demonstrate:
- Proven experience within a call handling, customer service, contact centre or helpdesk environment.
- Experience managing conversations with upset, angry or distressed customers and de‑escalating challenging situations professionally.
- Excellent verbal communication and active listening skills.
- A calm, patient and empathetic approach, particularly when dealing with sensitive issues.
- Strong problem‑solving skills and the ability to recognise when issues require escalation.
- Excellent attention to detail and accurate record‑keeping skills.
- The ability to work effectively in a fast‑paced environment with potentially high call volumes.
- A professional approach to handling confidential and sensitive information.
- A customer‑focused mindset and commitment to delivering a positive service experience.
- Strong organisational skills and the ability to manage multiple enquiries effectively.
- A collaborative approach and willingness to work closely with colleagues across teams.
The Adecco Group UK & Ireland is an Equal Opportunities Employer.
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