Payroll Service Lead — Drive Excellence & Mentorship

ISS; Westcott; On-site; GBP 42,000 - 62,000; Full time

Job summary

ISS is seeking a Payroll Service Team Leader in the United Kingdom to oversee the day-to-day delivery of the Payroll Service function, ensuring a high-quality, timely, and accurate support experience for placemakers.

You will act as a subject matter expert and escalation point for complex payroll queries while coaching and developing the Payroll Service Team, managing workloads and service levels, and building strong relationships with Payroll, P&C and wider business stakeholders.

Qualifications

• Must have payroll experience and strong customer service skills.
• Experience leading a team/coaching and mentoring.
• Strong knowledge of UK payroll legislation and processes.
• Ability to prioritise and meet deadlines.
• Excellent stakeholder management and communication.
• Strong problem-solving, organisational and decision-making skills.

Responsibilities

• Ensure service levels, KPIs and SLAs are achieved and maintained.
• Act as escalation point for complex payroll queries.
• Coach and develop Payroll Service Advisors through feedback and training.
• Monitor team performance, quality and productivity.
• Analyse service data and customer feedback to identify improvements.
• Investigate root causes of recurring issues and support service improvements.
• Build and maintain relationships with Payroll, P&C and stakeholders.

Skills

Payroll knowledge

Customer service

Team leadership

UK payroll legislation

Stakeholder management

Problem solving

Job description

ISS is seeking a Payroll Service Team Leader in the United Kingdom to oversee the day-to-day delivery of the Payroll Service function, ensuring a high-quality, timely, and accurate support experience for placemakers.

You will act as a subject matter expert and escalation point for complex payroll queries while coaching and developing the Payroll Service Team, managing workloads and service levels, and building strong relationships with Payroll, P&C and wider business stakeholders.