Complaints jobs in United Kingdom

Location: Middlesbrough

Employment Type: Permanent, Full Time

Grade: Consultant

Hybrid

REQ003336

XPS Group is a prominent and growing UK consultancy and administration firm within the pensions and insurance sectors. As a FTSE 250 company with over 2000 employees, we leverage expertise alongside advanced technology to serve over 1,400 pension schemes and their sponsors. Our goal is to foster a workplace where diverse talents thrive.

We are currently seeking a Deputy Payroll Manager to join our team, working closely with the Payroll Team and Payroll Managers to ensure provision of high-quality pension payroll services to both beneficiaries and trustees. In addition, you will be expected to participate in strategic business changes i.e. critical success factors, implement decisions made by the Board and Principles and understand the issues that affect the performance of the Company.

• Be involved in a wide range of pension payroll, management and consultancy tasks. As Deputy Payroll Manager you will have responsibility for the service delivery within your team in terms of quality, profit and sustainability for an assigned XPS Administration client portfolio as well as the day-to-day line management of the designated team.
• Manage day to day activities of staff to ensure efficient and effective delivery of all work. Hold regular workflow meetings with senior team members (where needed) to manage progress and resolve issues.
• Monitoring accuracy performance and SLA's for the team, including activity and client performances, and taking action to ensure targets are met.
• Help identify training needs across the team and assisting with developing and mentoring team members.
• Conducting regular one to ones and catch-up meetings, including mentoring meetings with staff in probation and liaising with the Payroll Manager regarding appraisals.
• Sharing information to team members on service delivery objectives and targets for assigned client portfolios.
• Presenting of technical matters at team meetings.
• Coordinating team compliance with mandated initiatives, such as mandatory training and effectively communicating the importance and impact of these requirements.
• Supporting, motivating and coaching colleagues to the benefit of the team and wider Company.
• Attending and actively contributing to Management meetings.
• Deputise at Payroll Manager meetings when necessary.
• Ensuring the accurate update of time recording for both chargeable and non-chargeable activities.
• Seeking ways of innovating and improving quality, service delivery and efficiencies in processes and procedures.
• Maintaining a client focused approach, able to develop trusting and credible partnerships with Clients and Admin Teams both face to face and via the telephone.
• Proactively identifying potential issues and driving timely resolutions to minimise the impact on members.
• Updating internal change control and other schedules and spreadsheets as required.
• Ensuring breaches, errors and complaints logs are promptly completed and regularly viewed.
• Assist in recruitment process including interviews.
• Take part in marketing and new business activities including completing tender responses, attending pitches and presenting at site visits.
• Providing expert advice solutions to pensions payroll queries and pensions consultative advice; keeping abreast of technical and legislative developments within the pensions industry and providing technical support to more junior staff.
• Drive and support efficiency projects across team.
• Provide guidance to team members on items such as utilisation and recoverability so there's more of an awareness at all levels.
• Overseeing project management of annual and ad hoc projects such as year-end HMRC returns pension increases. Ensuring projects are fully monitored and completed in line with customer and legislation requirements.
• Attend trustee meetings when opportunity arises.

• Able to demonstrate expert knowledge of pension payroll administration activities and apply this knowledge to any scheme payroll.
• Previous pension payroll administration experience of Public Sector schemes including running of payrolls on a computerised system, balancing month-end and year-end returns. The role is likely to appeal to individuals with c. 4-5 years' + experience although not exclusive as all applicants will be considered on an individual basis.
• Thorough knowledge of pensions payroll legislation framework and demonstrable ability to remain informed of changes to the framework.
• Previous supervisory or management experience is required, ideally including performance monitoring, appraisals, recruitment etc.
• Able to demonstrate a numerical aptitude evidenced by work related experience or academic achievements as listed below.
• IT proficient: Microsoft Word, Excel, Outlook & PowerPoint.

• Ideally a minimum of three C grades or above at A Level or equivalent qualification.
• Strong Maths and English GCSE or equivalent qualification - minimum grade B.

Enjoy a competitive salary, annual discretionary bonus, and 25 days' holiday with buy/sell flexibility. Benefits include pension matching, healthcare plans, life assurance, and retailer discounts. We support our team with a flexible benefits scheme, employee assistance, and digital GP service. Participating in volunteering events is encouraged with paid volunteer days available. Referral bonuses are offered for introducing suitable candidates to XPS.

Interested candidates should submit applications via Apply Now option or contact recruitment@xpsplc.com for more information. Join XPS Group and contribute to a dynamic and inclusive workplace.

XPS Group is committed to diversity and equal opportunities. We welcome applications from all candidates, irrespective of sex, race, disability, sexual orientation, religion, or belief. As a Disability Confident employer, we ensure accessible and supportive work settings for all employees.

Any employment offer made will be conditional upon you satisfying DBS Disclosure checks, Employment or educational references, Satisfactory credit checks and eligibility to work in the UK before an offer can be made. XPS Group is not able to provide sponsorship to employees.

To find out more please visit: www.xpsgroup.com