Payroll Manager – Remote

TN United Kingdom; Farnborough; Remote; GBP 34,000 - 40,000; Full time

Job summary

An established industry player is seeking a dedicated professional to join their Payroll Centres of Excellence Management team. This role focuses on enhancing service quality and performance through effective team management and collaboration. As part of a dynamic environment, you will lead initiatives to improve customer satisfaction and operational efficiency. The ideal candidate will possess strong interpersonal skills and a CIPP qualification, enabling them to build high-performing teams and foster positive customer relationships. This position offers a competitive salary and the flexibility of remote working, making it an exciting opportunity for those looking to make a significant impact.

Qualifications

• CIPP qualification or equivalent experience required.
• Proven ability to manage high-performing teams.

Responsibilities

• Deliver high-quality customer service to improve satisfaction scores.
• Manage resources to meet or exceed delivery schedules.
• Lead service improvement initiatives based on customer feedback.

Skills

CIPP qualification

Team management

Customer relationship building

Commercial skills

Interpersonal skills

Experience with Payplan and HR platforms

Job description

Job Description

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• Salary: up to £40,000 + good benefits package + remote working
• Location: Farnborough, Surrey

This role involves working as part of the Payroll Centres of Excellence Management team on projects to develop and implement consistent processes, technologies, and customer engagement strategies to enhance service quality, performance, accuracy, and timeliness.

You will manage the team (if applicable) to foster a positive and accountable culture, working collaboratively as “One SMB Team” with other departments both onshore and offshore.

Key Responsibilities

• Deliver high-quality customer service to improve CSAT scores.
• Align skills, competencies, and capacity with the Customer Service Model to meet customer needs.
• Coordinate with onshore and offshore teams to ensure timely, accurate, and quality customer service.
• Manage resources to meet or exceed delivery schedules.
• Oversee customer input quality and format to reduce processing delays.
• Collaborate with the Implementation team for proactive customer onboarding, from implementation through to BAU.

Developing Service Excellence

• Adhere to customer service standards and training to enhance service quality.
• Meet departmental KPIs and quality standards.
• Implement improvement plans for individuals, teams, or clients when standards are not met.
• Review customer feedback and act as a primary escalation point, making recommendations for improvements.
• Lead service improvement initiatives based on customer satisfaction surveys.
• Contribute to customer communications across onshore and offshore teams.
• Ensure regular communication with customers regarding any changes affecting them.

Building a High-Performing Payroll Centre of Excellence Team

• Support culture improvement projects to foster a positive work environment with a strong “One SMB team” ethos.
• Establish clear goals, objectives, and KPIs for team members, conducting regular 1-1 meetings.
• Recruit, retain, and develop top talent, managing underperformance appropriately.
• Align resource levels with demand and budget, ensuring the right skills and qualifications.
• Promote continuous improvement and personal development through various training and mentoring programs.
• Inspire and motivate the team to maintain high productivity, professionalism, and morale.

Skills and Experience

• CIPP qualification (or equivalent) or relevant experience at that level.
• Proven ability to build and manage high-performing onshore and offshore teams.
• Experience in building positive customer relationships.
• Strong commercial skills to manage budgets.
• Excellent interpersonal and communication skills.
• Experience with Payplan and HR platforms is desirable.
• Experience with other platforms is advantageous.
• Experience working within an outsourcing payroll service provider is desirable.

PLEASE CONTACT SHARON DEACON FOR MORE INFORMATION