Services - Support

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Star Payroll Support

Star's structured support process is based on best industry support practices and ensures that your queries are handled as quickly and efficiently as possible, allowing you to get on with payroll.

Our Support Consultants combine Payroll experience with extensive product and process knowledge, to deliver high quality support to you. We know the pressures of business today are unrelenting and through continuous service improvement initiatives, we aim to develop our services in step with these demands. Being a pay roller is often much more than a full-time job and because of this, we make sure our support team are available to you throughout the full working day and even longer during busier periods.

How far do we want to go?

The goal is to deliver the wow factor to every one of our clients.

Standard support hours are:

• 9am to 5:30pm Monday to Thursday, Friday 9.30am to 5.30pm

From 1st March to April 30th our lines are open from:

• 8.30am to 6pm Monday to Thursday, Friday 9.30am to 6pm

How do you contact support?

We want to make it as easy as possible for you to contact us, so there are several options. Our support procedures mean that whichever you choose, your query will be handled in the same way and you will get a unique reference and access to knowledgeable payroll professional support consultants.

By Phone: 01273 715300

By Email: payrollsupport@star-payroll.com

By *Online Portal: Contact Support to set your login details for our Client Portal.

*The online portal allows customers to log and track support issues 24/7, 365 days of the year, all issues are allocated an issue number and are routed to our support system and consultants in exactly the same way as phone and email reported issues.

Client Query

Telephone, Email, Portal Query

Recreate Investigate Escalate

Recreate the case in-house, using Star & client data

Gather relevant detail to aid resolution

Internal escalation based on difficulty

Resolve

Solution - Fix

Payroll Professional

Payroll Professional

Data Security

Data protection is at the heart of our operations, so any transfer and retention of client data to aid the support process is subject to our strict information security policy which is certified to ISO27001. Information security management system is supported by our top leadership, incorporated in our culture and strategy and constantly monitored, updated and externally reviewed.

ISO27001 Certified

Where next?

Regular customer surveys keep us informed of the issues that matter to you most. In response, we have embarked upon a continuous improvement program and have changed our support opening hours during the busiest times in the payroll year. The customer surveys don’t just inform our service delivery but also provide valuable insights into how Payroll Professional evolves.

We’re listening to you!

Support materials and information

Our support website has a wealth of information, including videos, helpsheets, details about latest software versions and known issues. Once you are set up to receive support visit us.

"Your support team are first class.”

Sarah Withers, Auto-Enrolment Bureau

If you require more information

Enquire now
HMRC Payroll Auto Enrolment Payroll Solutions RTi Payroll ISO 27001 certified
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