Title: Payroll Support Advisor Department: Customer Operations Location: Sheffield (Hybrid, 3 days a week in office, 2 days from home) Full time, permanent Salary: £12.05 per hour, 37.5 hours per week covering Monday – Friday on rotating shifts between 8am – 6pm. Salary £25,057 per annum Tes is an international provider of software-enabled services passionate about using technology to make life easier for schools and teachers. All products and services are built with teachers and schools' needs at the core, ensuring they are innovative, trusted education solutions. Role overview As a Payroll Support Advisor, you will be providing payroll support to our customers via all channels, including email, phone, and webchat. You will be part of our best-in-class support team, with great opportunities for professional growth and development, located in our friendly Sheffield offices. Key Responsibilities Effectively handle, manage, resolve, and log payroll customer contacts received through a range of customer support channels in a timely and professional manner. Liaise with other internal and external partners to ensure issues are resolved and ensure a smooth transaction for our customers. Take ownership, managing, investigating, resolving, and logging customer contacts and enquiries. Meet all SLAs for payroll subscription customers and work as necessary to ensure all SLAs are met in line with company policies. Provide technical support and assistance to customers throughout their contract lifetime. Optimise customer satisfaction and meet defined quality standards for contact handling and associated administration. Work effectively as part of a team and autonomously. Support customers with help requests, technical issues, complaints, suggestions, and praise received through a range of customer support channels. Communicate effectively and listen to a customer’s specific situation and needs. Maintain strong, up-to-date payroll and product knowledge across the Tes brands to advise and add value to the customer experience and encourage engagement. Follow escalation procedures for technical payroll and product development issues, liaising with internal and external partners. Assist other areas of the Operations department when necessary due to demand. Weekend work may be required on an ad hoc basis during peak seasonal times, which will be provided back as time in lieu. What will you need to succeed? Previous payroll customer service experience is preferable but not essential. A professional payroll qualification (e.g., Chartered Institute of Payroll Professionals or similar) is preferable but not essential. Excellent customer service skills. The ability to solve difficult or unexpected problems. Technical skills with an aptitude for using software products of varying complexity. Ability to plan and carry out work independently or as part of a team. Decision-making and innovation in problem-solving. Helpful and positive attitude in a busy environment. Ability to project a professional image. Calm and effective under pressure. Clear and confident communication skills, both verbal and written. What do you get in return? 25 days annual leave rising to 30 days. 5% pension after probation. State-of-the-art city centre offices. Access to a range of benefits via My Benefits World. Discounted city centre parking. Free eye care cover. Life Assurance. Cycle to Work Scheme. Employee Assistance Programme (EAP). Monthly Tes Socials. Access to an extensive Learning and Development menu. Who are Tes? Tes has been supporting the education sector for over a century, growing and changing alongside the evolution of education. Today, Tes is focused on providing digital solutions to support school leaders and teachers with wellbeing, continuous professional development, safeguarding, SEND provision, flexibility through timetabling, and pupil behaviour management. Our Vision is to power schools and enable great teaching worldwide by creating intelligent online products and services to make the greatest difference in education. Tes has over 13m teachers in its online community and working relationships with 25,000 schools in over 100 countries. Tes helps schools find the teachers they need via a range of recruitment solutions; brings new teachers into the profession through initial teacher training; provides teachers with continuous professional development and world-class safeguarding training. It also offers a range of expert tools for the classroom from timetabling, SEND provision, and behaviour management solutions to dynamic staff surveying and wellbeing tools. Tes brings educators together online so they can share expertise and teaching resources and it provides them with vital information, research, and analysis about education via its fully digital Tes Magazine. Tes is a global company employing over 600 people and operating across 10 offices, including in London, Sheffield, Hong Kong, Sydney, and Dubai. We are proud of our people-centric culture where everyone is driven to achieve the same goal. We are an agile organisation striving for continuous improvement. We invest in our people with extensive learning and development opportunities and support our colleagues with various mentoring and career enhancement programmes. Tes Global will ensure all qualified applicants receive consideration for employment without regard to race, sex, colour, religion, sexual orientation, gender identity, national origin, or on the basis of disability. We invite applicants to contact us directly to identify any additional support required