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 support their 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.
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