Are you passionate about Payroll would you like to…
Work for an award-winning global SaaS business
Be part of the most progressive and dynamic payroll bureau in the UK
Be part of exponential growth, with amazing progression opportunities
Join an exciting and vibrant environment in the heart of Manchester
Show your passion for payroll and customer excellence?
We are looking for an experienced payroll professional to work as part of our Payroll Advisory team, where you will be responsible for ensuring legislative support of all complex cases within for clients. . You will be responsible for delivering customer excellence to payroll clients and will be the central point of escalation for all complex payroll software and advisory related cases.
Key Duties/Tasks:
The ability to triage and troubleshoot complex technical payroll tickets, identifying and resolving data upload and aiding client queries relating to technical issues found in product.
Replicate any complex software issues in a UAT environment, and where necessary ensure an effective handoff to Second Line Support for any Technical Payroll Cases that require bug recording and Jira tickets raising.
Pro-actively identify any suitable workarounds for clients while Software Technical Cases are being worked through to resolution.
Ensuring all basic and complex client software related queries are responded to and resolved, adhering to the Payroll SLA.
Attend regular calls with our third party payroll supplier effectively managing the open case queue.
Act as a point of escalation for the First Line Payroll Advisers on more complex or in-depth issues.
Identify any potential chargeable consultancy work to bring in opportunistic revenue to the Payroll Service Team.
Responsible for maintaining Salesforce, ensuring that all customer calls are logged as cases and dealt with against the correct account.
Gathering in-depth and accurate information from the customer and investigating complex technical issues to time and to quality.
Interpreting client behaviour when raising bug tickets so developers have a clear picture on what's happened, in order to identify a potential root cause.
Participating in regular team updates, presenting findings, and reporting departmental statistics when required.
Regularly sending feedback through the Product team for feature developments and bug fixes.
Ensuring your payroll and systems knowledge is always kept up to date.
What you bring to the team:
A technical payroll background
Minimum of 2 years proven experience of supporting software applications in a HR and/or Payroll environment.
A strong awareness and understanding of UK payroll legislation (essential).
Knowledge of HMRC reporting requirements for Payroll and associated rules and data validation.
The ability to be able to balance all employee data (year to date) from the P11 and mirror this accurately in the Payroll Software to advise clients on how to correct any issues at employee level.
The ability to communicate effectively with all levels, across internal and external stakeholders.
Proven ability in delivering first rate customer care, always remaining patient and empathetic.
Excellent attention to detail, time management and problem-solving skills.
Willingness to learn and step outside your comfort zone.
The ability to become a brand ambassador.
Able to meet deadlines and prioritise tasks.
Benefits
Profit share scheme
Day off on your birthday
Bright Exchange (retail and other discounts)
Access to Employee Assistance Programme
25 days' holiday, plus bank holidays.
Pension Plan and Life Insurance
Company incentives, access to discount schemes.
Holidays increase after 2- and 5-years' service.
Free hot breakfast every Monday
Opportunity to expand your knowledge from an experienced, friendly team
Modern working environment in Manchester City Centre
Pension with Royal London
Be part of a new business division with growth and development opportunities
Normal working hours are 37.5 hours a week, 9:00AM - 5:30PM.
51225JTR2
INDPAYN
The Portfolio Group are acting on behalf of our client in recruiting for this position
Salary description
£33000.00 - £38000.00 per year