Customer Experience Specialist - Payroll

HiBob; United Kingdom; Remote; GBP 30,000 - 40,000; Full time

Benefits offered by this job

Company share options plan

Cash allowance for health insurance

Flexible work from home allowance

Employee referral program

Pension scheme auto-enrolment

Job summary

A leading payroll solutions provider in the UK is looking for a Customer Support Specialist for their Payroll team. This role involves providing exceptional support for complex payroll queries, serving as the first line of communication for customers. Candidates should have strong UK payroll experience and excellent communication skills. The company fosters a dynamic startup culture and offers remote work options, wellness benefits, and a share options plan. This is a fantastic opportunity to grow within a rapidly evolving company.

Qualifications

• Solid UK payroll experience, preferably dealing with Share Payments, FPS, and Pensions.
• Experience providing payroll and product support.
• Proficient English speaker with impeccable grammar.

Responsibilities

• First line of support for UK payroll queries.
• Investigate complex payroll issues and resolve them.
• Onboard new customers into HiBob Payroll UK.

Skills

UK payroll experience

Customer support experience

Technical problem-solving

Communication skills

Tools

Zendesk

Slack

Asana

Job description

Overview

HiBob helps modern, mid-size businesses transform the way they manage people, giving HR and managers all they need to connect, engage, develop, and retain top talent. Since 2015, we’ve achieved consecutive triple-digit year-over-year growth, backed by our amazing team of Bobbers from across the globe, making us the choice HRIS of over 3500 midsize and multinational companies.

Our HR platform is intuitive, data-driven, and built for the way people work today: globally, remotely, and collaboratively. Fast-growing companies across the globe such as Fulham Football Club, GoCardless, Huel and what3words rely upon Bob to help them create the best work experiences for their people.

Come and be you with us

Being a Bobber is about bringing all parts of yourself to work. We want you to bring your whole self to work, with the freedom and confidence to be the best you and do your best work. If that is bubbly, shy, precise, funny, bold, kind, honest, brilliant, or anything in between, we’re waiting with open arms. Come join us.

Job Description

We are looking to hire an enthusiastic Customer Support Specialist within our Payroll team to be the first line of support for customers with complex UK payroll related queries or issues. Our goal is to delight our customers and provide an amazing experience during their interactions and ensure our customers feel supported to make the correct decisions during their payroll cycle. We are proud to say that we already have a world-class support function and we’re looking for a candidate who can provide a meaningful contribution and ensure its continued success.

Who are you?

We are in search of a dynamic, proactive individual with exceptional communication skills, eager to embark on a promising career at a rapidly growing startup. Are you a highly motivated self-starter, known for your initiative and creative problem-solving abilities? Do you thrive on unraveling the mysteries behind technical challenges, diving deep to pinpoint root causes? Is helping customers navigate complex issues your passion? Do you excel in explaining intricate technical configurations to clients? If this resonates with you, the role of a HiBob Customer Experience Specialist might be your ideal opportunity!

Requirements

Requirements are often considered a measure of how equipped you are to do the job, but sometimes they aren’t the only factor. If you don’t have nearly enough experience or not all the skills, we’d still like to hear from you. This could be the perfect fit for you and us.

• You have solid UK payroll experience - bonus points for experience dealing with Share Payments, FPS, and Pensions
• You have experience in providing best in class payroll and product support
• Proficient English speaker and your written and verbal grammar is impeccable
• You enjoy working with figures and have experience with complex reconciliations
• You have run multiple payrolls so you know what looks right and can spot anomalies
• Ability to communicate complex concepts in a fluent, clear, and professional manner
• Demonstrated ability to work in a dynamic fast-paced environment

Advantages

• Experience in SaaS technology along with Payroll
• Experience working in Payroll Bureau
• Previous experience working with global teams
• Previous experience with Enterprise Customers
• Experience onboarding customers into a new payroll platform/service
• Experience using tools such as Zendesk, Slack, & Asana
• Experience working with APIs and integrations

Job Responsibilities

What will you do?

As a Customer Experience Specialist within our payroll function, your role will involve becoming an expert in UK payroll, providing in-depth guidance and technical support to our customers. You will serve as a vital link between HiBob and our customers, addressing their technical inquiries, resolving issues, identifying unexpected system behaviour, addressing bugs, and ensuring their overall satisfaction in using the platform.

Your responsibilities will include investigating complex payroll issues and service problems, responding to technical queries through various communication channels, and sharing your knowledge both within the organization and with our valued customers. During onboarding, you will manage the process for new customers joining HiBob Payroll UK, helping build out the platform to their needs and also gather all their data to support retrospective and parallel runs so they get value impact as soon as possible.

• You will be the first line of support for our customers, ensuring their payroll related queries are resolved quickly and efficiently
• You will work with our customers to unpick complex issues, including HMRC reconciliations, journal support, legislative guidance, and failed FPS/Pension submissions
• Conduct thorough troubleshooting and investigation of issues reported by customers, aiming for efficient problem resolution
• Effectively escalate complex cases when necessary, collaborating with different teams and sites as required. Maintain clear communication with customers regarding the progress and status of their cases
• Your number one priority will be to make sure our customers are compliant, so keeping your knowledge of current statutory legislation is a must
• Identify opportunities to create and update Help Center and Community content to enhance support for both customers and internal teams
• You will use your awesome communication skills and payroll experience across multiple channels to educate new and existing customers on system adoption
• You will support new customers with building integrations of HMRC and HRIS into HiBob Payroll UK making sure that everything is working as it should be
• You will support customers who have additional support needs outside the platform (Payroll Ops)
• Meet personal KPIs and actively contribute to team KPIs, ensuring the delivery of high-quality support services.

Benefits

• Company share options plan - every employee can eventually become a shareHolder
• Cash allowance for health insurance
• Annual vision allowance
• Annual Headspace subscription and wellness benefits
• Travel support (cycle scheme and season ticket loans)
• Work from home allowance - to get your home office set up
• Temporary remote work from anywhere in the world for up to 2 months (after 6 months of employment)
• Bob balance days - company-wide long weekends at the beginning of each quarter
• 2 Social Impact days per year for volunteering
• Awesome employee referral program - $2,500 for each successful referral with an additional ambassador programme
• Pension scheme auto-enrolment from day 1
• Fun company and team social events (locally and virtually with our global teams)
• We love birthdays - take the day off and receive a special gift

If this sounds like something you’ve been looking for, we’d love to have you. Come on, join our village.

Belonging at HiBob

Our success depends on our people, and we want HiBob to be a workplace where everyone can feel a sense of belonging and thrive, so we’re committed to being proactive at all levels so that our workforce reflects the communities in which we live, work, and hire.

We are open to all talent. All qualified applicants will receive equal consideration for employment without regard to neurodiversity, race/ethnicity, colour, national origin, religion, gender, pregnancy, marital status, sexual orientation, gender identity/expression, age, disability, genetic information, military service, protected veteran status or any other protected class (US only).

Please contact us if you’d like to discuss adjustments to our process which might help you demonstrate your strengths and capabilities. You can email [e-mail] or speak to the recruiter when they arrange a call with you.

We may ask you to share voluntary personal information as you apply to help us understand our inclusion and diversity objectives. This information will be treated confidentially and will not be accessible to Hiring Managers.