At a Glance
- Tasks: Support customers with payroll queries and troubleshoot issues using Breathe's platform.
- Company: Join Breathe, the UK's number 1 HR software for SMEs, in a vibrant work culture.
- Benefits: Enjoy a competitive salary, flexible working, and generous holiday perks.
- Other info: Be part of a fun, dog-friendly office with excellent career growth opportunities.
- Why this job: Make a real impact by helping customers navigate payroll with confidence.
- Qualifications: 2-4 years of payroll experience and strong communication skills required.
The predicted salary is between 35000 - 38500 £ per year.
A bit of background on Breathe: Located in vibrant Horsham, Breathe isn't your typical SaaS business. Private equity owned, well-funded, with 17,000 customers and an average 6 years' LTV (a rarity in the SaaS industry), Breathe is the number 1 HR Software for SMEs in the UK. Our work culture is award-winning, with talented people committed to driving impact while having fun together. We're proud of our track record of success, but we're even more excited about what the future holds for us.
Confidence can sometimes hold us back from applying for a job. But we'll let you in on a secret: there's no such thing as a 'perfect' candidate. Breathe is a place where everyone can grow. So however you identify and whatever background you bring with you, please apply if this is a role that would make you excited to come into work every day.
Our Values: What We Live By
- Start With People: We remember our work affects real people, so we take the time to listen, understand and act with care.
- Own It, Together: We take responsibility for our part, support each other through the messy bits, and focus on fixing things rather than finding blame.
- Clear Is Kind: We speak honestly and with care. We don't avoid difficult conversations, and we make sure people have the clarity they need to move forward.
Why This Role Is SO Important:
We're looking for a Customer Support Specialist who has experience with payroll to join our Support team and help our customers get the most out of Breathe's payroll functionality, powered by our integration with FlowPay. You'll be the go-to expert for payroll-related queries, combining hands-on UK payroll knowledge with a thoughtful, customer-focused approach. From resolving questions through Intercom chat and email to troubleshooting payroll processing issues and explaining how data flows between Breathe and FlowPay, you'll play a key role in helping customers feel confident using our platform.
This is also a role with real influence. You'll work closely with Product and Engineering to identify recurring issues, report bugs, test fixes and suggest improvements, while helping build the knowledge and capability of the wider Support team.
Key Duties & Responsibilities
- Supporting Customers: Responding to customer queries through Intercom live chat and email, providing accurate, timely and friendly support on payroll-related issues and Breathe HRIS functionality.
- Troubleshooting Payroll Issues: Diagnosing and resolving issues relating to payroll processing, calculations, RTI submissions, pension contributions and other payroll compliance matters.
- Explaining FlowPay Clearly: Helping customers understand how payroll data flows between Breathe and FlowPay, and supporting them to use the integration effectively.
- Finding the Root Cause: Identifying whether an issue is user error, a data or configuration problem, or a product bug, then routing it appropriately.
- Applying Payroll Expertise: Maintaining a strong working knowledge of UK payroll legislation and understanding how it applies within Breathe and FlowPay.
- Creating Useful Knowledge: Documenting common issues and solutions, contributing to the internal knowledge base and helping improve customer-facing help articles.
- Improving the Product: Working closely with Product and Engineering to report bugs, suggest improvements and test fixes before release.
- Meeting Service Standards: Working to agreed response and resolution targets while maintaining high customer satisfaction scores.
- Spotting Recurring Problems: Identifying trends in support queries and proactively flagging recurring pain points to the wider team.
- Sharing Knowledge: Helping develop the payroll capability of the wider Support team through clear explanations, useful documentation and practical guidance.
Key Competencies & Behaviours
- You Start with People: You're patient, friendly and genuinely motivated to help customers feel confident and supported.
- You Own It, Together: You take responsibility for finding the right answer, work well with Product and Engineering, and focus on fixing the underlying problem.
- You believe that Clear Is Kind: You can explain technical, payroll and legislative detail clearly to people who may not have the same level of expertise.
- You know UK payroll: You bring 2-4 years' experience working in payroll, whether in-house, in a bureau, or within a payroll software or support environment.
- You understand the fundamentals: You're confident with PAYE, National Insurance, statutory payments such as SSP and SMP, pensions and auto-enrolment, and RTI.
- You're a strong troubleshooter: You're methodical, detail-focused and able to work through a problem to identify its real cause.
- You're comfortable with technology: You enjoy working with software platforms, can learn new systems quickly and aren't intimidated by technical detail.
- You communicate brilliantly: You have strong written communication skills and can provide clear, calm and reassuring support through chat and email.
- You care about quality: You understand the importance of accurate information, clear documentation, strong service levels and a positive customer experience.
- You're curious and improvement-minded: You notice recurring issues, ask good questions and look for ways to make the product, process and customer experience better.
Why You'll Love it Here:
- £35,000 + 10% bonus
- Flexible working - 50% office based & core hours are 10am to 3.30pm
- 25 days holiday (+ 1 extra after 3 years!) PLUS Your Birthday off!
- UK Bank holidays + Christmas Eve and New Years Eve afternoons off!
- Dog friendly office - because furry co-workers make everything better!
- Private medical insurance (PMI) - with enhanced mental health, dental & optical coverage via AXA
- Employee Assistance Programme - Support when you need it
- Life Insurance - 2 x salary & Matched pension (5%) - because the future matters
- 2 x volunteer days per year - give back to causes that matter to you
- Access to Mintago - Exclusive financial wellbeing through discounts and expert advice
- Retail discount scheme - perks and savings just for being part of our team!
The Hiring Process:
- Screening Call: Virtual via Google Meet with one of our team to have a friendly chat, learn more about your experience, what excites you about the role, and how you align with our people-first culture.
- Competency Interview: Online you'll meet the hiring manager and we'll dive into your payroll experience, customer support approach, troubleshooting skills and understanding of UK payroll. This is also your chance to ask us anything about the role and company.
- Final Stage Interview: In person, you'll meet the hiring manager and members of the wider team. It's a chance to talk through how you approach customer issues, explain complex payroll topics and work with Product and Engineering to improve the customer experience.
Customer Support Specialist ( Payroll) in Horsham employer: Breathehr
Breathe is an exceptional employer located in the vibrant town of Horsham, offering a unique blend of a supportive work culture and significant growth opportunities. With a commitment to employee well-being, including flexible working arrangements, generous holiday allowances, and a dog-friendly office, Breathe fosters an environment where team members can thrive both personally and professionally. Join us to be part of a dynamic team that values collaboration, innovation, and making a real impact in the HR software industry.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Specialist ( Payroll) in Horsham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Breathehr. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Breathehr before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Support Specialist ( Payroll) in Horsham
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Breathehr:Your cover letter is your chance to shine! Tell us why you want to work at Breathehr specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Breathehr!
How to prepare for a job interview at Breathehr
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
