What does customer service mean to you?
What have you done to improve?
Customer service at its best
Old Signage – We might see you
Human Resources Hours
Open Monday to Friday
8.30 – 5.00
Salary Packaging Hours
Monday 7.30 – 12.00
Tuesday Closed
Wednesday 7.30 – 4.00
Thursday 7.30 – 4.00
Friday 7.30 – 4.00
Pay Office Hours
MondayClosed
Answering service
Tuesday1.00 pm – 4.00 pm9.00 am – 12.00 pm
Wednesday1.00 pm – 4.00 pm
9.00 am – 12.00 pm
Thursday1.00 pm – 4.00 pm9.00 am – 12.00 pm
FridayClosed
Answering service
‘Old World’ Reception
Payroll Officer
• Answer Payroll questions only
• Refer HR questions to HR
consultants
• Refer Benefits queries to
the Benefits Co-ordinator
HR Admin Officer
• Answer HR queries only
• Refer payroll queries to payroll
consultants
• Refer Benefits queries to Benefits
Co-ordinator
Existing Customer Service
Payroll Consultants
• Complete payroll functions
• Answer phone queries relating
to payroll only
• Forward calls for HR or Benefits
to the relevant department
Benefits Co-ordinator
• Complete benefit functions only
• Answer phone and email queries
relating to benefits only
• Forward call for Payroll or HR
to the relevant department
Issues
• Poor Accessibility
• Poor level of customer service
• Inefficiencies in response times
• Confusion who to contact and when
• Phone queries not being followed up
• Poor image across the organisation
• High staff turnover
• Poor moral across the department
“The Think Tank” (what do we want to be?)
Establish key pillars:
1. Committed to process excellence
2. Trusted payroll and benefits consultants
3. Passionate about customer service
4. Build on team success
5. Inspire and engage our team
Expectations of each other
1. Everyone to contribute
2. Everyone to communicate with each other
3. All team members to cooperate
4. Everyone to be learners
5. Everyone to be problem solvers
The Fix
1. Rebrand
2. Change in Payroll and Benefits staff and management
3. Big picture brainstorm and roll out of new model
4. Increase resources to create ‘one stop shop’
5. Upskill staff within Payroll & Benefits
6. Market and communicate
7. Site visits
8. Introduction of new technology
New model
Customer Service Consultants
1. Can answer payroll queries
2. Can complete payroll
functions
3. Can answer Benefits queries
4. Can complete benefits
functions
5. Can direct HR queries to
appropriate HR consultant
Payroll & Benefits Consultants
1. Can answer payroll queries
2. Can complete payroll
functions
3. Can answer Benefits queries
4. Can complete benefits
functions
5. Can direct HR queries to
appropriate HR consultant
Impact of change
1. Our staff are able provide advice on Payroll & Benefits
2. Email response times have reduced and inboxes are kept to
a minimum with a maximum of 24 hour turnaround
3. Phones are answered in a timely manner and no answering
machine means every call is answered
4. The department is now working as a team
5. Positive feedback from the BHS Community
6. Constant learnings
Other new initiatives
1. Regular site visits
2. “Employee Benefits Expo” over two sites
3. Customer service satisfaction survey (you don’t know what
you don’t know)
4. Payroll & Benefits Facebook Page
5. Education and training sessions on Payroll & Benefits
6. Self-service desk
7. Television display in reception
Success measures
1. Every email response has a questionnaire attached
(reviewed monthly and fine-tune as required)
2. KPIs:
• Phone calls and waiting times
• Emails
• Response times
• Off-lines and reasons
• Face-to-face contact
New signage
Welcome to BHS People & Culture, Payroll & Benefits
Office Hours:Monday to Friday, 8.30 – 5.00 daily
Out of hours by appointment
Key learnings
DO
• Get all the information
• Have a strategy
• Seek team involvement
• Communicate change
• Support each other
• Measure results
• Celebrate success
• Analyse performance
• Be open and flexible
DON’T:
• Accept mediocrity
• Accept excuses
• Be afraid to change and challenge
• Be defensive
• Be afraid of criticism