At a Glance
- Tasks: Support customers with UK payroll queries and ensure a smooth experience.
- Company: Join HiBob, a fast-growing tech company transforming HR for modern businesses.
- Benefits: Enjoy share options, health allowances, remote work, and fun team events.
- Other info: Dynamic startup culture with opportunities for personal and professional growth.
- Why this job: Be the first line of support and make a real difference in customer experiences.
- Qualifications: Experience in UK payroll and excellent communication skills are essential.
The predicted salary is between 30000 - 40000 £ per year.
HiBob helps modern, mid-size businesses transform the way they manage people, giving HR and managers all they need to connect, engage, develop, and retain top talent. Since 2015, we’ve achieved consecutive triple-digit year-over-year growth, backed by our amazing team of Bobbers from across the globe, making us the choice HRIS of over 3500 midsize and multinational companies.
Our HR platform is intuitive, data-driven, and built for the way people work today: globally, remotely, and collaboratively. Fast-growing companies across the globe such as Fulham Football Club, GoCardless, Huel and what3words rely upon Bob to help them create the best work experiences for their people.
We are looking to hire an enthusiastic Customer Support Specialist within our Payroll team to be the first line of support for customers with complex UK payroll related queries or issues. Our goal is to delight our customers and provide an amazing experience during their interactions and ensure our customers feel supported to make the correct decisions during their payroll cycle. We are proud to say that we already have a world-class support function and we’re looking for a candidate who can provide a meaningful contribution and ensure its continued success.
We are in search of a dynamic, proactive individual with exceptional communication skills, eager to embark on a promising career at a rapidly growing startup. Are you a highly motivated self-starter, known for your initiative and creative problem-solving abilities? Do you thrive on unraveling the mysteries behind technical challenges, diving deep to pinpoint root causes? Is helping customers navigate complex issues your passion? Do you excel in explaining intricate technical configurations to clients? If this resonates with you, the role of a HiBob Customer Experience Specialist might be your ideal opportunity!
Requirements
- You have solid UK payroll experience - bonus points for experience dealing with Share Payments, FPS, and Pensions
- You have experience in providing best in class payroll and product support
- Proficient English speaker and your written and verbal grammar is impeccable
- You enjoy working with figures and have experience with complex reconciliations
- You have run multiple payrolls so you know what looks right and can spot anomalies
- Ability to communicate complex concepts in a fluent, clear, and professional manner
- Demonstrated ability to work in a dynamic fast-paced environment
Advantages
- Experience in SaaS technology along with Payroll
- Experience working in Payroll Bureau
- Previous experience working with global teams
- Previous experience with Enterprise Customers
- Experience onboarding customers into a new payroll platform/service
- Experience using tools such as Zendesk, Slack, & Asana
- Experience working with APIs and integrations
Job Responsibilities
As a Customer Experience Specialist within our payroll function, your role will involve becoming an expert in UK payroll, providing in-depth guidance and technical support to our customers. You will serve as a vital link between HiBob and our customers, addressing their technical inquiries, resolving issues, identifying unexpected system behaviour, addressing bugs, and ensuring their overall satisfaction in using the platform.
Your responsibilities will include investigating complex payroll issues and service problems, responding to technical queries through various communication channels, and sharing your knowledge both within the organization and with our valued customers. During onboarding, you will manage the process for new customers joining HiBob Payroll UK, helping build out the platform to their needs and also gather all their data to support retrospective and parallel runs so they get value impact as soon as possible.
- You will be the first line of support for our customers, ensuring their payroll related queries are resolved quickly and efficiently
- You will work with our customers to unpick complex issues, including HMRC reconciliations, journal support, legislative guidance, and failed FPS/Pension submissions
- Conduct thorough troubleshooting and investigation of issues reported by customers, aiming for efficient problem resolution
- Effectively escalate complex cases when necessary, collaborating with different teams and sites as required. Maintain clear communication with customers regarding the progress and status of their cases
- Your number one priority will be to make sure our customers are compliant, so keeping your knowledge of current statutory legislation is a must
- Identify opportunities to create and update Help Center and Community content to enhance support for both customers and internal teams
- You will use your awesome communication skills and payroll experience across multiple channels to educate new and existing customers on system adoption
- You will support new customers with building integrations of HMRC and HRIS into HiBob Payroll UK making sure that everything is working as it should be
- You will support customers who have additional support needs outside the platform (Payroll Ops)
- Meet personal KPIs and actively contribute to team KPIs, ensuring the delivery of high-quality support services.
Benefits
- Company share options plan - every employee can eventually become a shareholder
- Cash allowance for health insurance
- Annual vision allowance
- Annual Headspace subscription and wellness benefits
- Travel support (cycle scheme and season ticket loans)
- Work from home allowance - to get your home office set up
- Temporary remote work from anywhere in the world for up to 2 months (after 6 months of employment)
- Bob balance days - company-wide long weekends at the beginning of each quarter
- 2 Social Impact days per year for volunteering
- Awesome employee referral program - $2,500 for each successful referral with an additional ambassador programme
- Pension scheme auto-enrolment from day 1
- Fun company and team social events (locally and virtually with our global teams)
- We love birthdays - take the day off and receive a special gift
If this sounds like something you’ve been looking for, we’d love to have you. Come on, join our village.
Belonging at HiBob
Our success depends on our people, and we want HiBob to be a workplace where everyone can feel a sense of belonging and thrive, so we’re committed to being proactive at all levels so that our workforce reflects the communities in which we live, work, and hire.
We are open to all talent. All qualified applicants will receive equal consideration for employment without regard to neurodiversity, race/ethnicity, colour, national origin, religion, gender, pregnancy, marital status, sexual orientation, gender identity/expression, age, disability, genetic information, military service, protected veteran status or any other protected class (US only).
Please contact us if you’d like to discuss adjustments to our process which might help you demonstrate your strengths and capabilities. You can email or speak to the recruiter when they arrange a call with you.
We may ask you to share voluntary personal information as you apply to help us understand our inclusion and diversity objectives. This information will be treated confidentially and will not be accessible to Hiring Managers.
Customer Experience Specialist - Payroll in Cardiff employer: HiBob
HiBob is an exceptional employer that prioritises individuality and fosters a collaborative work culture, making it an ideal place for professionals in the HR SaaS sector. With comprehensive benefits such as hybrid work options and equity opportunities, employees are empowered to thrive both personally and professionally. The company also offers ample growth opportunities, ensuring that you can develop your skills while contributing to meaningful customer success.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Specialist - Payroll in Cardiff
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at HiBob. 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 HiBob 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 Experience Specialist - Payroll in Cardiff
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 HiBob:Your cover letter is your chance to shine! Tell us why you want to work at HiBob 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 HiBob!
How to prepare for a job interview at HiBob
✨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.
