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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.

This is a full time, hybrid role working in our Swinton office 3 days per week.

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

* 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.

* 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).

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, as well as great coaching and mentoring 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).

Benefits & culture

Part of the Zellis Group, Moorepay is a team of over 500 friendly professionals across four offices in Swinton (Manchester), Sheffield, Birmingham 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.

* 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