Payroll Support Specialist

Glu Recruit; Sheffield; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading company in payroll services is seeking a Payroll Specialist to manage customer contacts, resolve complex payroll inquiries, and drive improvements in service delivery. The ideal candidate will possess significant payroll expertise, a professional qualification, and strong problem-solving abilities, contributing to a high-performing team environment.

Qualifications

• 3+ years of payroll experience in a similar role.
• Ability to solve unexpected problems and work under pressure.
• Experience in mentoring team members.

Responsibilities

• Manage payroll customer contacts and resolve queries effectively.
• Provide technical guidance and ensure compliance with statutory obligations.
• Drive continuous improvement initiatives.

Skills

Problem-solving

Technical skills

Communication

Teamwork

Education

Professional payroll qualification

A Levels

GCSEs A*-C in English and Maths

Job description

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• Effectively handle, manage, resolve, and log payroll customer contacts received through a range of customer support channels in a timely and professional manner.
• Liaise with other internal and external partners to ensure issues are resolved and ensure a smooth transaction for our customers
• Provide technical guidance on payroll in Education and statutory obligations.
• Be responsible for resolving complex cases and coaching the team to help them do so in future.
• Expertly manage technical product queries, identifying root causes and providing effective solutions.
• Be an escalation point for member queries and complaints relevant to the function.
• Drive continuous improvement initiatives to enhance our pension services.
• Develop and implement Customer Services Plans and support strategies for assigned projects.
• Maintain adherence to Quality & Regulatory payroll standards while delivering exceptional service.
• Assist in training and mentoring new team members to ensure their success.
• Ensure compliance with customer key performance indicators, service level agreements, and statutory reporting obligations.

The successful candidate:

• Previous Payroll expertise essential, preferably 3 years’ experience in a similar role.
• Have a professional payroll qualification (Chartered Institute of Payroll Professionals or similar.)
• Educated to A Level and have A*-C at English Language and Maths GCSEs.
• The ability to solve difficult or unexpected problems.
• Technical skills required with an aptitude in using software products of varying complexity.
• Ability to plan and carry out work on your own or as part of the team.
• Decision-making and bringing innovation to problem solving.
• Helpful and positive attitude in a busy environment
• Able to project a respectable and professional image.
• Ability to maintain a calm approach and work effectively under pressure.
• Communicates clearly and confidently, both verbally and in writing.