Oracle HR & Payroll Support Call Handlers

Oracle HR & Payroll Support Call Handler

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, Lewes
Contract: Temporary - Initial 2 months
Working Pattern: Hybrid, 37 hours per week
Pay: -13.49 per hour

We are seeking three experienced Oracle HR & Payroll Support Call Handlers 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.

• 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.

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.

If you have the relevant experience and are looking for your next temporary assignment, we would like to hear from you.

Please apply with your updated CV.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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