Senior Payroll Advisor

Portfolio Group (Canada); Manchester; On-site; GBP 45,000 - 64,000; Full time

Benefits offered by this job

25 days holiday + bank holidays +生日

Health Shield

Employee Assistance Programme (EAP)

Pension scheme contributions

Group life insurance

Refer a friend scheme

On-site gym and discount club

Eye care contribution

Cycle to Work scheme

Travel Season Ticket loan

Job summary

Portfolio Group in Manchester is seeking a Senior Payroll Advisor to deliver customer excellence for payroll clients and act as a central escalation point for complex payroll software and advisory cases. You will work with the Payroll Advice team to resolve issues and ensure high service levels.

Key requirements include deep UK payroll knowledge, end-to-end payroll experience, client-focused communication, and experience in outsourced payroll or bureau environments.

Qualifications

• Deep understanding of UK payroll legislation and tax regulations.
• Solid end-to-end payroll experience and up-to-date with UK legislation, statutory payments, auto enrolment rules, and PAYE regulations.
• Ability to explain gross-to-net calculations, resolve data queries, and guide clients through payroll challenges.
• Organised and deadline-driven: manage multiple client payrolls and processing schedules.
• Growth-minded: open to feedback and developing skills.
• Bureau experience (ideally): experience in outsourced payroll or bureau environment.

Responsibilities

• Triage and troubleshoot complex payroll tickets, resolve data upload issues and client queries related to technical payroll cases.
• Replicate complex software issues in a UAT environment and hand off to Second Line Support for bug recording and Jira tickets.
• Identify workarounds for clients while issues are resolved.
• Ensure all client software queries are responded to and resolved.
• Attend regular calls with the third-party payroll supplier and manage the open case queue.
• Act as escalation point for First Line Payroll Advisers on complex issues.
• Identify potential chargeable consultancy opportunities for the Payroll Service Team.
• Maintain Salesforce and log all customer calls as cases with correct accounts.
• Gather accurate information from customers and investigate complex issues to time and quality.

Skills

UK payroll legislation

PAYE regulations

Auto enrolment rules

Client-focused communication

Organised / deadline-driven

Growth mindset

Bureau experience

Tools

Salesforce

Jira

Job description

Portfolio are proud to be exclusively representing, an award-winning cloud-based HR management solution with a reputation for excellence. As part of a global Group, the business is experiencing impressive year-on-year growth and are expanding their dynamic Payroll division – looking for a Senior Payroll Advisor.

You will be responsible for delivering customer excellence to our payroll clients and will be the central point of escalation for all complex payroll software and Advisory related cases. You will be liaising with the internal Payroll Advice team to resolve any complex Payroll Software Issues.

A bit about you:

• Deep understanding of UK payroll legislation and tax regulations.
• Knowledgeable & up to date: You have solid end-to-end payroll experience and stay current with UK legislation, statutory payments, auto enrolment rules, and PAYE regulations.
• Client-focused & communicative: You build positive relationships easily and can confidently explain gross to net calculations, resolve data queries, and guide clients through payroll challenges.
• Organised & deadline-driven: You thrive working to processing schedules, managing multiple client payrolls, and ensuring everything runs like clockwork.
• Growth-minded: You’re open to feedback, eager to develop your skills, and excited about growing alongside a division that’s going places!
• Bureau experienced (ideally): Previous experience in an outsourced payroll or bureau environment is a real advantage; you understand the pace, the variety, and the client service expectations.

What you’ll be doing:

• The ability to triage and troubleshoot complex technical payroll tickets, identifying and resolving data upload and aiding client queries relating to technical issues found in product.
• Replicate any complex software issues in a UAT environment, and where necessary ensure an effective handoff to Second Line Support for any Technical Payroll Cases that require bug recording and Jira tickets raising.
• Pro-actively identify any suitable workarounds for clients while Software Technical Cases are being worked through to resolution.
• Ensuring all basic and complex client software related queries are responded to and resolved
• Attend regular calls with our third party payroll supplier effectively managing the open case queue.
• Act as a point of escalation for the First Line Payroll Advisers on more complex or in-depth issues.
• Identify any potential chargeable consultancy work to bring in opportunistic revenue to the Payroll Service Team.
• Responsible for maintaining Salesforce, ensuring that all customer calls are logged as cases and dealt with against the correct account.
• Gathering in-depth and accurate information from the customer and investigating complex technical issues to time and to quality.
• Interpreting client behaviour when raising bug tickets so developers have a clear picture on what’s happened, in order to identify a potential root cause.
• Participating in regular team updates, presenting findings, and reporting departmental statistics when required.
• Regularly sending feedback through the Product team for feature developments and bug fixes.
• Ensuring your payroll and systems knowledge is always kept up to date.

What’s in it for you?

The offers a fantastic benefits package that shows they truly value their people:

• 25 days holiday, plus bank holidays & a day off on your birthday &; increasing after 2 & 5 years
• Access to Health Shield
• Employee Assistance Programme (EAP)
• Pension scheme contribution increasing to 5% after 5 years; service and 7% after 7 years; service
• Group life insurance
• Refer a friend scheme
• On-site gym & discounted Pace Health Club membership (gym & spa treatments)
• Eye care contribution
• Free fruit (office-based staff)
• Cycle 2 Work scheme (after probation)
• Travel Season Ticket loan scheme
• Milestone recognition
• Discount platform perks including Manchester City centre parking, First Bus Travel Club Membership, Microsoft Home User programme, Anglian Home Improvements, and food & drink discounts at Revolution De Cuba and more!