Payroll Service Team Leader

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

Role Overview

We are seeking a Payroll Service Team Leader to oversee the day-to-day delivery of the Payroll Service function, ensuring a high-quality, timely and accurate support service.

This role will act as a subject matter expert and escalation point for complex payroll queries while supporting the delivery of an exceptional placemaker experience., We are looking for an experienced payroll professional with strong leadership capabilities to coach and develop the wider Payroll Service Team, manage workloads and service levels, and build effective relationships with Payroll, P&C and wider business stakeholders., Lead the day-to-day activities of the Payroll Service Team, ensuring workloads are effectively managed.

Key Responsibilities

• Ensure service levels, KPIs and SLAs are achieved and maintained.
• Act as the escalation point for complex, sensitive or unresolved payroll queries.
• Manage, coach and develop Payroll Service Advisors through regular feedback and training.
• Monitor team performance, quality and productivity.
• Analyse service data, query trends and customer feedback to identify improvement opportunities.
• Investigate root causes of recurring issues and support service improvements.
• Build and maintain strong relationships with Payroll, P&C and wider business stakeholders.

Required Skills and Experience

• Demonstrable payroll and customer service experience.
• Previous team leadership, coaching, mentoring or supervisory experience.
• Strong understanding of UK payroll legislation and payroll processes.
• Proven ability to manage competing priorities and meet deadlines.
• Excellent stakeholder management and communication skills.
• Strong problem-solving, organisational and decision-making skills.

About ISS

ISS is a world-leading workplace and facility management company, connecting people and places to make the world work better. Working with customers day by day, side by side, we understand every aspect of the user experience.

Through a unique combination of intelligent solutions, high standards and people who care, to help our customers achieve their purpose, whether it's hospitals healing patients, businesses producing the next great innovation, or airports bringing passengers home to their families. ISS is committed to doing business the right way, taking its corporate responsibility very seriously. Our passion is people.

We offer you a challenging and exciting career in an organisation with people at its heart. In ISS, everyone has the opportunity to develop, grow and make a difference. #Becomewhoyouwant, #Bepartofsomethingbigger,

#aplacetobeyou,

#facilitiesmanagement

ISS is proud to be a diverse and inclusive employer.

ISS welcomes all applicants regardless of age, disability, gender identity or gender reassignment, marital or civil partnership status, pregnancy or maternity, race (which includes race, colour, nationality, ethnic or national origin and caste), gender, sexual orientation or educational background.

We are proud to be a Gold Employer Recognition Scheme (ERS) award holder and a signatory of the Armed Forces Covenant, recognising our commitment to supporting veterans, reservists, and military families. Through our Joint Forces Programme, we provide mentoring and support to members of the Armed Forces community and their spouses as they transition into civilian careers.

We are a Disability Confident Committed (Level 2) employer, proudly supporting and promoting inclusive hiring practices in line with the UK government's Disability Confident scheme.

Our passion for inclusivity and diversity makes ISS a more creative, productive and happy place to work.