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.
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
Standard support hours are:
• 9am to 5:30pm Monday to Friday
From 1st February to April 30th our lines are open from:
• 8:30am to 6pm Monday to Friday
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@starplc.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.
Data Security
Data protection is paramount, so any transfer and retention of client data to aid the support process is subject to Star’s strict information security policy, a copy of which can be supplied on request.
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.
