Payroll Service Centre Team two
New and improved service approach
We’ve removed the Service Centre and replaced it with a number of small, dedicated teams of payroll professionals and system experts.
We’ve allocated you a team comprising of 6 payroll professionals led by an experienced payroll manager. You can call the team on 0345 351 0507 or email them at email@example.com.
Many of you will remember you were previously allocated a key contact who was responsible for answering your queries. Our new small teams will remove any single points of failure meaning you’ll get through to someone quickly and won’t be asked to call back when your dedicated payroll contact is busy. The teams are also small enough for you to build valuable relationships with your dedicated experts.
This means that, when you have a question for the Moorepay team, you can call or email your dedicated team directly instead of going through to the Service Centre Team.
The new process
Here’s what we did before and what we’re doing now.
Your dedicated team
This team is a first point of contact for all your queries.
Whether that’s dealing with a basic payroll query, a system question or a more complex issue – they will do their utmost to resolve your query there and then
This will help us improve our response times and service quality.
How do I contact my new team?
You can call the team on 0345 351 0507 or email them at firstname.lastname@example.org.
If you’d like to discuss this change, please don’t hesitate to dial your dedicated number above and your team will be happy to help you.
We would politely remind you that for any queries relating to additional products, commercial queries or for an insight into our Next Generation Payroll & HR software, please contact your Commercial Account Manager.
How will this be better?
Why are we making these changes?
Last August we launched the Service Centre Team to improve our responsiveness and service quality. This centralised team have been on-hand to answer your questions and divert more complex queries to the most appropriate person at Moorepay.
Some of you expressed your frustration with explaining your query to the Service Centre and then sometimes being required to repeat yourself when your query is diverted to the most appropriate person. In addition, some of you have found that through having such a large Service Centre team, you’re speaking to lots of different people which prevents you from building valuable relationships with our colleagues.
However, many of you have also commented that the introduction of the Service Centre Team has helped you get through to someone quickly, instead of being asked to call back when your dedicated payroll contact is busy.
The new structure is designed to make your life easier as we improve our responsiveness and accountability whilst enabling our colleagues to strengthen their relationships with you.