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