Payroll Helpdesk Coordinator in Manchester

Salary: Salary up to £28,000

Location: Manchester

Purpose

The Payroll Support / Helpdesk Coordinator is responsible for providing first-line payroll support to clients and internal stakeholders, ensuring payroll queries are logged, investigated and resolved accurately and efficiently. The role acts as a key point of contact for payroll-related queries, providing excellent customer service, maintaining accurate records and supporting the wider payroll team to deliver a high-quality managed payroll service.

Reports to: Payroll Managed Services Team Leader

Hours of work: 37.5 per week between 8am to 6pm

Day-to-day responsibilities include but are not limited to the below:

• Payroll Support & Query Management
• Deliver a high standard of customer service and support a positive client experience.
• Build effective relationships with clients and internal stakeholders.
• Provide clear guidance and explanations on payroll processes and procedures.
• Manage client expectations and provide regular updates on outstanding queries.
• Identify recurring issues and highlight opportunities for improvement.
• Client Service Delivery
• Act as the first point of contact for payroll queries received via telephone, email, ticketing systems or other communication channels.
• Provide timely and professional responses to client and employee payroll queries.
• Log, track and manage payroll cases through to resolution.
• Prioritise queries based on urgency, impact and payroll deadlines.
• Escalate complex payroll issues appropriately to Payroll Advisors, Team Leaders or Managers.
• Maintain accurate case notes and ensure all actions are documented.
• Payroll Administration Support
• Support payroll processing activities during the payroll cycle.
• Assist with payroll data checks, validations and administration tasks.
• Support the collection and review of payroll information.
• Maintain accurate records and ensure payroll documentation is complete.
• Support payroll deadlines by managing incoming queries efficiently.
• Quality & Compliance
• Ensure all payroll advice provided is accurate and compliant with relevant legislation.
• Follow agreed payroll procedures, controls and service standards.
• Protect confidential payroll and employee information.
• Maintain GDPR compliance and appropriate data handling practices.
• Support quality assurance checks and continuous improvement activity.
• Operational Support
• Monitor workload queues and ensure queries are progressed within agreed service levels.
• Maintain accurate reporting information on query volumes, trends and resolution times.
• Support improvements to helpdesk processes and customer journeys.
• Contribute ideas to improve efficiency, knowledge articles and self-service options.
• Work collaboratively with payroll and customer teams to resolve issues.

Key Performance Indicators (KPI’s)

• Query response and resolution times
• Achievement of service level agreements (SLAs)
• Customer satisfaction scores
• Accuracy of payroll advice provided
• Case management quality and documentation
• Reduction in repeat queries
• Team contribution and collaboration
• Compliance with payroll processes and controls

Key requirements

Essential Experience

• Experience working in a customer support, administration or service environment.
• Strong attention to detail and ability to manage confidential information.
• Excellent written and verbal communication skills.
• Ability to manage multiple queries and priorities.
• Strong organisational and administrative skills.
• Confident using systems, databases and Microsoft Office applications.

Desirable Experience

• Previous payroll experience or exposure to payroll processes.
• Experience working within a payroll bureau, HR services or managed service environment.
• Experience using ticketing, CRM or case management systems.
• Understanding of UK payroll processes and legislation.

Skills & Competencies

• Customer Focus
• Professional and customer-focused approach.
• Ability to build trust and maintain positive relationships.
• Communication
• Clear and confident communication skills.
• Ability to explain information simply and effectively.
• Organisation
• Strong ability to prioritise workload and meet deadlines.
• Good attention to detail and accuracy.
• Problem Solving
• Ability to investigate queries and identify solutions.
• Willingness to learn and develop payroll knowledge.
• Teamwork
• Works collaboratively with colleagues.
• Supports team objectives and service improvements.

Key Relationships

Internal:

• Payroll Managed Services Team Leader
• Payroll Advisors
• Managed Services Team Manager
• Customer Success Team
• Implementation Team
• HR and Finance Teams

External:

• Payroll clients
• Client employees and payroll contacts

Qualifications

Essential:

• Demonstrable experience in administration, customer service or support roles.

Desirable:

• Payroll qualification or working towards a payroll qualification (e.g. CIPP).
• Experience of payroll or HR systems.

BrightHR Benefits

• Enhanced holidays – 25 days increasing to 27 after 2 years’ service and 28 after 5 years’ service (22 Days for Field Sales)
• Private health care cover after 5 years’ service
• New business referral scheme
• Access to Health Shield
• Access to the EAP service
• Refer a friend scheme
• Paid birthday leave
• Pension scheme contribution increasing to 5% after 5 years’ service and again to 7% after 7 years’ service
• Group life insurance
• Eye care contribution
• Free fruit (office-based staff)
• Travel Season Ticket loan scheme
• Milestone recognition
• Discounted products – Manchester City centre parking (AO Arena) / First Bus Travel Club Membership / Microsoft Home User programme / Anglian Home Improvements
• Pace health Club (situated in the park Inn) discounted gym membership and spa treatments
• Park Inn 20% food and drink discount
• New Century 20% food and drink discount
• Revolution De Cuba 20% food and drink discount
• Cycle 2 Work scheme* after probationary period
• On site Gym
• Bright Exchange perks

Values & Behaviours

• Living the company values of We care, We take action, we innovate, we inform, and we do the right thing
• We lead by example and recognise those living our values
• We drive the narrative by inspiring and engaging our team
• We collaborate with rigor and embrace diversity of thought
• We deliver with a united voice
• We take ownership by staying close to team performance by Super Coaching and Walking the Walk
• We keep our approach simple and stick to the playbook to deliver on promise
• We think critically and commercially, assess the situation before jumping to the solution

We are BrightHR; the only software powered by HR, health & safety, and legal experts. Everything you need to simply manage your staff, all in one place, PLUS free tools to set your business apart. We are on a mission to transform people management for businesses. We’ve been making life easier for employers since 2015 with our range of innovative software, are providing HR, H&S, and business support to over 95,000 businesses globally. We are a people business. The market moves quickly and so do we. We put the customer first, working hard and always looking ahead, purposefully innovating to ensure peace of mind. BrightHR is an Equal Opportunity and Disability Confident Employer, committed to diversity and inclusion without regard to protected characteristics.