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- Tasks: Lead a dynamic customer support team, ensuring SLAs are met and performance is optimised.
- Company: Join a forward-thinking company dedicated to enhancing customer experiences and operational excellence.
- Benefits: Enjoy flexible working options, professional development opportunities, and a vibrant team culture.
- Why this job: Be part of a supportive environment that values innovation and prioritises customer satisfaction.
- Qualifications: 2+ years in payroll management with a relevant professional qualification required.
- Other info: Work permit may be needed if not a passport holder; apply through the 'Apply now' button.
The predicted salary is between 36000 - 60000 £ per year.
Customer Support Team Manager Ensure all SLAs are met, including calls, chat, complaints, and escalations. Manage this dynamically between resources and teams when necessary. Manage coaching support and deliver performance using the agreed performance framework of Quality and Productivity against team KPIs. Act as a triage point between customer support teams and other business areas; liaise with product managers/engineers and Salesforce support to ensure customer-impacting issues are managed and resolved promptly. Record, log, and pass on relevant facts and information to the appropriate departments. Manage and deliver effective training plans and materials for support, either directly, through the L&D team, or peer-to-peer. Identify and promote cross-skilling, process improvements, and efficiency enhancements where possible. Build effective relationships with key stakeholders to ensure open communication and swift resolution of customer issues. Advocate for excellent customer support within the team to encourage first contact resolution. Monitor NPS feedback to identify issues and provide feedback to the team on comments and results. Suggest process improvements that enhance the customer journey and overall customer experience. Authorize leave, ensuring service levels are maintained during approval processes. Conduct monthly 1-on-1s with team members to ensure their welfare and training needs are met. Manage staff engagement through communications and Peakon feedback, maintaining motivation and high standards. Address poor performance using disciplinary and performance improvement procedures, ensuring proper documentation. Oversee team training, keeping training materials up-to-date, including product updates and policy changes. Ensure technical or product issues are escalated to relevant teams and monitored until resolution. Ensure GDPR compliance and report incidents through the correct channels as per company policy. Report to the Head of Operations and participate in operational meetings to discuss results and issues. Assist with recruitment processes as needed. The successful candidate: Minimum 2 years’ experience as a Payroll Manager or similar role. Possession of a professional payroll qualification (e.g., Chartered Institute of Payroll Professionals or similar). Strong team management skills and experience. Ability to analyze data and translate into measurable actions. Proactive, brings new ideas to the organization. Ability to manage multiple tasks and priorities simultaneously. Clear and confident communication skills, both verbal and written. Additional notes: If you are not a passport holder of the country for the vacancy, you might need a work permit. Check our Blog for more information. Do not provide bank or payment details when applying. All applications should be made via the \’Apply now\’ button. Created on 02/06/2025 by TN United Kingdom. #J-18808-Ljbffr
Payroll Operations Manager employer: Glu Recruit
Contact Detail:
Glu Recruit Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Payroll Operations Manager
✨Tip Number 1
Familiarise yourself with the key performance indicators (KPIs) relevant to the Payroll Operations Manager role. Understanding these metrics will help you demonstrate your ability to manage and improve team performance during interviews.
✨Tip Number 2
Network with professionals in payroll and customer support sectors. Engaging with industry peers can provide insights into best practices and may even lead to referrals, which can significantly boost your chances of landing the job.
✨Tip Number 3
Prepare examples of how you've successfully managed teams and improved processes in previous roles. Being able to share specific instances where you've made a positive impact will showcase your suitability for the position.
✨Tip Number 4
Stay updated on the latest trends and technologies in payroll management and customer support. Showing that you're proactive about learning and adapting can set you apart from other candidates during the interview process.
We think you need these skills to ace Payroll Operations Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in payroll management and team leadership. Use specific examples that demonstrate your ability to meet SLAs, manage performance, and deliver training.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer support and how your skills align with the role. Mention your proactive approach and any innovative ideas you've implemented in previous positions.
Highlight Relevant Qualifications: Clearly state your professional payroll qualifications and any additional certifications. This will help you stand out as a candidate who meets the minimum requirements for the position.
Showcase Communication Skills: Since clear communication is key in this role, provide examples of how you've effectively communicated with teams and stakeholders in the past. This could include managing escalations or delivering training sessions.
How to prepare for a job interview at Glu Recruit
✨Showcase Your Leadership Skills
As a Payroll Operations Manager, you'll need strong team management skills. Be prepared to discuss your previous experiences in leading teams, how you motivated them, and the strategies you used to ensure high performance.
✨Demonstrate Your Analytical Abilities
The role requires the ability to analyse data and translate it into actionable insights. Bring examples of how you've used data in past roles to improve processes or resolve issues, and be ready to discuss the outcomes.
✨Communicate Clearly and Confidently
Clear communication is key in this position. Practice articulating your thoughts on complex topics, especially around payroll processes and customer support, to ensure you can convey your ideas effectively during the interview.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle multiple priorities. Think of specific scenarios from your past experience where you successfully managed challenges, particularly in customer support or payroll operations.
