Senior Payroll Advisor - UK Payroll & Tech Escalations

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 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.