At a Glance
- Tasks: Support customers with UK payroll queries and ensure their satisfaction.
- Company: HiBob transforms HR management for mid-size businesses, fostering a vibrant workplace culture.
- Benefits: Enjoy hybrid working, health allowances, share options, and fun social events.
- Other info: Open to all talent; we value diversity and inclusion in our hiring process.
- Why this job: Join a fast-growing startup where your unique self is celebrated and valued.
- Qualifications: Experience in UK payroll and excellent communication skills are essential.
The predicted salary is between 30000 - 42000 £ per year.
About Us
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, all 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 Airtasker, Go Cardless, Fiverr, and VaynerMedia rely upon Bob to help them create the best work experiences for their people.
Come and be you with us
Being a Bobber is all about being you. We want you to bring all parts of yourself to work, giving you the freedom and confidence to be the best you and do your best work. If that’s bubbly, shy, precise, funny, bold, kind, honest, brilliant, or anything in between, we’re waiting with open arms. Come join us.
Our team is growing as our customer base is expanding fast. 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 to every customer 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.
Who are you?
We’re 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!
Job 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. Your expertise and dedication will be crucial in delivering exceptional customer experiences with HiBob's products and services. 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 to 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.
Job Benefits
HiBob is a village filled with amazing people and we’re especially proud of that. It’s a place where Bobbers can be themselves. We’re about fun, dreams, hopes and ambition, just as much as we are about precision, growth, and top performance. Becoming a Bobber means you’ll receive competitive compensation, benefits, and pre-IPO equity alongside all of this:
- 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)
- Hybrid working from day 1
- 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 - Enjoy a company-wide long weekend 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, covered/protected veteran status or any other federal, state or local protected class.
Please contact us if you’d like to discuss any adjustments to our process which might help you demonstrate your strengths and capabilities. We want you to bring the best of you. You can email hiring@hibob.io or speak to the recruiter when they arrange a call with you.
We will ask you to share some voluntary personal information as you apply. We want to have an opportunity to consider a diverse pool of qualified candidates. This information will assist us in meeting that objective and in understanding how well we are doing against our inclusion and diversity ambitions. Please take a few moments to complete it. Hiring Managers do not have access to this information, and we will treat your information confidentially.
Customer Experience Specialist - Payroll employer: HiBob
At HiBob, we pride ourselves on fostering a vibrant and inclusive work culture where every Bobber can truly be themselves. As a Customer Experience Specialist in Payroll, you'll enjoy competitive compensation, comprehensive benefits, and unique perks like hybrid working options and wellness allowances, all while contributing to a rapidly growing company that values your growth and development. Join us in creating exceptional experiences for our customers and be part of a supportive team that celebrates diversity and innovation.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Specialist - Payroll
✨Tip Number 1
Familiarise yourself with the latest UK payroll legislation and practices. This knowledge will not only help you answer customer queries effectively but also demonstrate your commitment to staying updated in a fast-paced environment.
✨Tip Number 2
Practice your communication skills by explaining complex payroll concepts to friends or family. Being able to convey intricate information clearly is crucial for this role, so honing this skill can set you apart from other candidates.
✨Tip Number 3
Engage with online communities or forums related to payroll and HR technology. This will not only expand your knowledge but also help you network with professionals in the field, which could lead to valuable insights and connections.
✨Tip Number 4
Get hands-on experience with payroll software or tools like Zendesk and Asana. Familiarity with these platforms can give you an edge during the interview process, as it shows you're proactive and ready to hit the ground running.
We think you need these skills to ace Customer Experience Specialist - Payroll
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights relevant experience in UK payroll and customer support. Use specific examples that demonstrate your problem-solving skills and ability to communicate complex concepts clearly.
Craft a Compelling Cover Letter:In your cover letter, express your enthusiasm for the role and the company. Mention how your background aligns with HiBob's mission and values, and provide examples of how you've successfully handled complex payroll issues in the past.
Showcase Communication Skills:Since exceptional communication is key for this role, consider including a brief section in your application that outlines your experience in explaining technical concepts to clients. This could be through previous roles or specific projects.
Highlight Relevant Tools Experience:If you have experience with tools like Zendesk, Slack, or Asana, make sure to mention this in your application. Highlighting familiarity with these platforms can set you apart as a candidate who can hit the ground running.
How to prepare for a job interview at HiBob
✨Know Your Payroll Basics
Make sure you brush up on your UK payroll knowledge, especially around Share Payments, FPS, and Pensions. Being able to discuss these topics confidently will show that you're well-prepared and understand the complexities of the role.
✨Demonstrate Problem-Solving Skills
Prepare examples of how you've tackled complex payroll issues in the past. Highlight your analytical skills and ability to communicate technical concepts clearly, as this is crucial for helping customers navigate their queries.
✨Show Enthusiasm for Customer Support
Express your passion for providing excellent customer service. Share stories that illustrate your commitment to ensuring customer satisfaction and how you’ve gone above and beyond to help clients in previous roles.
✨Familiarise Yourself with HiBob's Culture
Research HiBob’s values and culture. Be ready to discuss how your personality and work style align with their emphasis on being yourself and contributing to a positive team environment. This will demonstrate that you’re not just a fit for the role, but also for the company.
