Title: Payroll Support Manager
Department: Customer Operations
Location: Sheffield (Hybrid, 3 days a week in office, 2 days at home)
Contract: Full Time, permanent, 37.5 hours per week covering Monday - Friday
Role Overview:
The Payroll Support Manager will lead the Payroll customer advisors, focusing on providing exceptional post-onboarding support for Tes's Payroll, HR, and Budgeting products. The role emphasizes people and process management, driving efficiencies, maintaining compliance, and delivering a superior customer experience within set SLAs.
Key Responsibilities:
1. Ensure SLAs are met for calls, chat, complaints, and escalations, dynamically managing resources to address demands.
2. Provide coaching and performance feedback in line with team KPIs for quality and productivity.
3. Act as the liaison between customer support teams and other business areas, ensuring timely resolution of customer-impacting issues.
4. Manage training plans and materials for school support, delivered via the L&D team or peer-to-peer sessions.
5. Identify and implement cross-skilling opportunities and process improvements for efficiency gains.
6. Build strong relationships with stakeholders to resolve customer-impacting issues swiftly.
7. Foster a culture of excellent customer service and first-contact resolution within the team.
8. Analyze NPS feedback to identify areas for improvement and deliver actionable insights.
9. Authorize leave requests while maintaining service levels.
10. Conduct monthly one-to-ones to address welfare and training needs.
11. Monitor and address staff engagement via communications and feedback platforms like Peakon.
12. Address poor performance using established disciplinary procedures with full documentation.
13. Ensure adherence to GDPR processes and proper reporting of incidents.
14. Participate in operational meetings to report results and discuss challenges.
15. Advocate for and implement necessary changes, driving continuous improvement.
16. Contribute to projects and product testing as needed.
17. Support recruitment efforts when required.
What You Will Need to Succeed:
1. At least 2 years' experience as a Payroll Manager or in a similar role.
2. A professional payroll qualification (e.g., Chartered Institute of Payroll Professionals) is desirable.
3. Proven customer service and complaint resolution skills.
4. Strong team management experience, with the ability to inspire and lead.
5. Data analysis skills with a focus on actionable insights.
6. A proactive mindset and a record of bringing innovative ideas to an organization.
7. The ability to manage multiple tasks and priorities effectively.
8. Excellent verbal and written communication skills.
What Do You Get in Return?
1. 25 days annual leave rising to 30 days
2. 5% pension contribution after probation
3. State-of-the-art city centre offices
4. Access to a range of benefits via My Benefits World
5. Discounted city centre parking
6. Free eye care cover
7. Life Assurance
8. Cycle to Work Scheme
9. Employee Assistance Program (EAP)
10. Monthly Tes Socials
11. Access to extensive learning and development opportunities
Tes Global ensures all qualified applicants receive equal consideration for employment regardless of race, gender, religion, sexual orientation, gender identity, national origin, or disability. Please contact us if you require additional support during the application process.
For more details, visit www.tesglobal.com.
Other details
1. Pay Type Salary
2. Min Hiring Rate £40,000.00
3. Max Hiring Rate £50,000.00
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