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Further Information

Employee Service Centre

The function of the Employee Service Centre is to manage the HR and Payroll administration processes affecting all employee’s of Leicestershire.  In addition to this the department also operates a payroll service to external agencies and Leicestershire pensioners.

The processes of the ESC cover all aspects of employee administration from the initial recruitment of new starters to Leicestershire including placing of adverts, dealing with applications, arranging the interview process and references. In addition we deal with HR administration handling the renewal of contracts of employment and payroll administration where we effect individuals pay records with information relating to current pay changes through to payment of salaries and administration of all third party deductions and reconciliations.  Payments generated by the ESC are made primarily by BACS.

As part of the Employee Service Centre there is a Helpdesk team that acts as a first point of contact for all HR and payroll related queries of both a policy and process nature.  This team manages the query resolution process by firstly logging the call and attempting to resolve in the first instance.  If the call cannot be resolved a first point of contact due, it is referred either to 2nd line support administration teams in the ESC for administration queries or 3rd line Corporate HR for more complex policy guidance and advice.  

Contact Us

The Helpdesk can be contacted by telephoning 0116 3058815 or by emailing eschelpdesk@leics.gov.uk

The current ESC Manager is Jenny Winser who can be contacted by email on jennifer.winser@leics.gov.uk.

Targets and Performance

Description
Target
Sep
Oct
Nov
Dec
Jan
Calls served in less than 60 seconds
80%
72%
77%
73%
82%
84%
Calls resolved in one working day
80%
81%
83%
81%
83%
N/A
Calls referred to Human Resources
<5%
6%
7%
7%
5.5%
6.5%
Managers notified that applications processed within 1.5 days of closing date
100%
100%
100%
98%
100%
100%
Total emergency payments made by payroll
<1%
0.05%
0.70%
0.50%
0.50%
0.30%
% of emergency payments caused by internal error
<20%
11%
12%
22%
32%
3%
Survey response rated good or better
80%
90%
90%
90%
90%
89%

News

As you would expect the busy period for the ESC and in particular the Helpdesk is on or around pay day.

All contact made with the Employee Service Centre is logged and this information is used to highlight where changes could be made to improve the overall service.

The ESC currently monitors customer satisfaction by incorporating Survey Monkey which is attached to all email responses generated. Prior to this telephone feedback was gathered using Govmetric.

Any service delivery suggestions are welcomed and these can be made by emailing emma.lees@leics.gov.uk or wendy.potter@leics.gov.uk

Page Last Updated: 8 February 2012