About the role

Working within the Payroll Manager Service team, you'll be responsible for supporting our clients with their day-to-day payroll tasks, providing them with the payroll expertise that they may not have in-house, and ensuring that their payrolls run efficiently and accurately. You'll assist both the clients and the employee users with payroll and systems queries, and should also be seen as a subject matter expert for this across the wider business. You'll be focused on service delivery and providing a great client experience.

Key responsibilities include:

• Managing an strategic group of clients, ensuring their payrolls are fulfilled timely, accurately and securely.
• Building close working relationships with both the clients and the team.
• Answering client queries about their Payroll or Moorepay systems via email and telephone, within service level agreements, striving for client advocacy and first contact resolution.
• Owning and taking responsibility for the client journey, always ensuring service excellence.
• Helping clients understand how best to use their Moorepay Software to supporttheir business needs.
• Sharing knowledge and expertise with onshore and offshore colleagues, striving for a consistent client experience.
• Managing customers to control quality and format of client input and reduce delays in processing.
• Reviewing client processes to identify inefficiencies and suggest improvements.
• Working with the Implementation team to proactively manage customer onboarding, through first run into the live environment.
• Meeting departmental and service delivery KPIs and quality standards for the team.
• Reviewing and acting upon all customer feedback; acting as a primary point of escalation for the client and making/executing recommendations for improvement.
• Taking ownership of service improvement initiatives driven out of the Moorepay customer satisfaction surveys.
• Liaising with internal stakeholders, within Operations, Sales, Client Success, Marketing and Technology, to help manage client payrolls.
• Using the CRM to record details of all client interactions.
• Documenting all client specific processing instructions and ensuring these are reviewed and updated regularly.
• Completing all set tasks accurately and efficiently, adhering to deadlines, instructions, policies and procedures and training as appropriate.
• Conducting account client reviews.
• Investigating all errors or issues to ensure that the client is provided with a full RCA and solid preventatives are put in place.
• Raising system bugs and improvement ideas with technical support.
• Working closely with payroll processors (based in Kochi, India).
• Sharing ideas to help improve processes.
• Keeping up-to-date with payroll trends, product enhancements, industry developments and HR legislation.

Skills & experience

• CIPP qualified (or equivalent), or relevant experience working at that level.
• Proven ability in building positive customer relationships.
• Excellent interpersonal and communication skills.
• Moorepay HR expertise or alternate platforms (desirable).
• Experience of operating within an outsourced payroll service provider (desirable).
• Experience in managing large transition projects (desirable).
• Eager to learn and develop.
• Great coaching and mentoring skills.
• Highly organised and methodical in your approach.

Benefits & culture

Part of the Zellis Group, Moorepay is a team of over 500 friendly professionals across four offices in Swinton (Manchester), Sheffield, Farnborough and Kochi (India). We’re passionate about making Moorepay a fantastic place to work for every single one of our colleagues. The average length of service at Moorepay is 12 years, which speaks for itself!

To help make Moorepay such a great place to work, we focus on three things in our company culture: mental health support, maintaining a healthy work/life balance, and equal opportunities and inclusion for all.

Here’s what you’ll gain if you join our team:

• A career packed with opportunity, in a stable and growing company.
• A comprehensive programme of learning and development.
• Competitive base salary.
• 25 days annual leave, with the opportunity to buy more. You’ll even get your birthday off as well!
• Private medical insurance.
• Life assurance 4x salary.
• Enhanced pension with up to 8.5% employer contributions.
• A huge range of additional flexible benefits across financial & personal wellbeing, lifestyle & leisure.