Support Team Leader

Cintra HR & Payroll Services Ltd; Newcastle upon Tyne; Hybrid; GBP 38,000 - 41,000; Full time

Job summary

A growing software company in Newcastle upon Tyne seeks a Support Team Leader to guide a dedicated team in delivering exceptional service. The ideal candidate has extensive payroll experience, strong communication skills, and the ability to motivate and mentor others. This role offers a competitive salary, hybrid work options, and opportunities for professional development.

Benefits

Competitive salary with bonus opportunities

Hybrid and flexible working arrangements

Employer matched pension contribution to 5%

Wellbeing support and gym discounts

Onsite discounted parking

Qualifications

• At least five years’ hands-on experience in payroll.
• Expertise in payroll HR and legislation.
• Ability to motivate and mentor a team.

Responsibilities

• Guide a 1st Line Support team ensuring service excellence.
• Resolve escalations while maintaining smooth operations.
• Communicate insights to stakeholders for product enhancements.

Skills

Deep expertise in payroll

Excellent communication skills

Client-facing skills

Problem-solving skills

Experience with IT tools

Tools

Word

Excel

CRM systems

Job description

Support Team Leader

Application Deadline: 5 December 2025

Department: Support

Employment Type: Permanent - Full Time

Location: Newcastle upon Tyne

Reporting To: Head of Support and Account Management

Compensation: £38,000 - £41,000 / year

Description

Join our Support Department as our next Support Team Leader!

We are Cintra. A rapidly growing company who are part of PSSG and are known for our award‑winning software that delivers payroll solutions to over 1000 clients.

As the proud recipient of the Payroll Service Provider of the Year 2024 award at the CIPP Annual Excellence Awards, we offer exciting opportunities for professional development, competitive bonus structures, and a collaborative work environment.

Our modern offices are located in Hoults Yard, nestled on the outskirts of the vibrant Ouseburn Valley. This area boasts a thriving creative community, rich local heritage, and a lively social scene.

The opportunity

As our Support Team Leader, you’ll guide a small and dedicated 1st Line Support team – driving service excellence, resolving escalations, and ensuring smooth day‑to‑day operations. You’ll play a key role in maintaining high support desk performance across multiple platforms, developing team capability, and communicating actionable insights to stakeholders to shape product enhancements. With a blend of hands‑on problem‑solving, team development, and relationship building, this role offers the chance to make a real impact while staying at the forefront of our products, industry legislation, and client needs.

About you

You’ll bring deep expertise in payroll, with at least five years’ hands‑on experience and a solid understanding of payroll HR and legislation. As an experienced leader, you know how to motivate, mentor, and support a team while remaining calm, organised, and focused under pressure. You’re an excellent communicator with strong client‑facing skills, able to explain complex information clearly and build trusted relationships. Highly accurate, numerate, and methodical, you handle confidential information with integrity and approach problems with logical, solutions‑driven thinking. Confident with IT tools, including Word, Excel, and CRM systems, you consistently deliver high‑quality work to tight deadlines.

What’s in it for me?

At Cintra, we firmly believe that our employees are the cornerstone of our success, and investing in their growth is synonymous with investing in the future of our company. As part of our commitment to nurturing our team, we are proud to offer:

• A competitive salary with generous bonus opportunities
• Hybrid and flexible working arrangements supporting your work‑life balance
• Employer matched pension contribution to 5%
• Wellbeing support through our company paid cash plan and employee assistance program which includes spa and gym discounts
• Onsite discounted parking
• And more!

In addition to the above, we strategically invest in our employees giving our workforce the learning opportunities they need to keep moving forwards in their careers. We offer continuous employee training to keep knowledge fresh, skills sharp and develop confidence.

Further details of the role can be found linked in the Job Description. Please note that we do not accept unsolicited CVs from agencies for this position, we thank you for your cooperation. We reserve the right to close this job advert at anytime should there be a high volume of applications.