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- 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.
- 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.
- Other info: Open to diverse talent; we value inclusion and belonging.
The predicted salary is between 36000 - 60000 £ per year.
Customer Experience Specialist – Payroll
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Customer Experience Specialist – Payroll
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Talent Acquisition @ HiBob | Talk nerdy to me | DE&I Advocate
Job Description
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
RequirementsRequirements are often considered a measure of how equipped you are to do the job, but sometimes, they aren’t the only factor. If you don’t have nearly enough experience or not all the skills, we’d still like to hear from you. This could be the perfect fit for you and us.
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You have solid UK payroll experience — bonus points for experience dealing with Share Payments, FPS, and Pensions
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You have experience in providing best in class payroll and product support
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Proficient English speaker and your (written and verbal) grammar is impeccable
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You enjoy working with figures and have experience with complex reconciliations
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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 inSaas technologyalong with Payroll
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Experience working in Payroll Bureau
- Previous experience working with global teams
- Previous experience with Enterprise Customers
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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
What will you do?
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.
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You will be the first line of support for our customers, ensuring their payroll related queries are resolved quickly and efficiently
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You will work with our customers to unpick complex issues, including HMRC reconciliations, journal support, legislative guidance, and failed FPS/Pension submissions
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Conduct thorough troubleshooting and investigation of issues reported by customers, aiming for efficient problem resolution
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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
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Your number one priority will be to make sure our customers are compliant, so keeping your knowledge of current statutory legislation is a must
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Identify opportunities to create and update Help Center and Community content to enhance support for both customers and internal teams
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You will use your awesome communication skills and payroll experience across multiple channels to educate new and existing customers on system adoption
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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
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You will support customers who have additional support needs outside the platform (Payroll Ops)
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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)
- 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*(*US only).
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.
Seniority level
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Seniority level
Mid-Senior level
Employment type
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Employment type
Full-time
Job function
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Job function
Customer Service, Human Resources, and Information Technology
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Industries
Human Resources Services and IT Services and IT Consulting
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Customer Experience Specialist - Payroll employer: HiBob
Contact Detail:
HiBob Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Specialist - Payroll
✨Tip Number 1
Familiarise yourself with HiBob's platform and its features. Understanding how their payroll system works will not only help you answer customer queries effectively but also demonstrate your genuine interest in the role during any discussions.
✨Tip Number 2
Brush up on your UK payroll knowledge, especially around complex topics like Share Payments, FPS, and Pensions. Being able to discuss these topics confidently will set you apart as a candidate who can handle the intricacies of the role.
✨Tip Number 3
Engage with current employees or alumni from HiBob on platforms like LinkedIn. This can provide you with insider insights about the company culture and expectations, which can be invaluable during interviews.
✨Tip Number 4
Prepare to showcase your problem-solving skills through real-life examples. Think of specific instances where you've successfully resolved complex issues, as this aligns perfectly with the responsibilities of the Customer Experience Specialist role.
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 culture at HiBob. Mention how your values align with theirs and provide examples of how you've successfully handled complex customer queries 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 information to non-technical clients. This could be a specific project or situation where you excelled.
Highlight Relevant Tools Experience: If you have experience with tools like Zendesk, Slack, or Asana, make sure to mention this in your application. Highlight how these tools have helped you manage customer interactions or improve workflow efficiency in previous roles.
How to prepare for a job interview at HiBob
✨Showcase Your Payroll Knowledge
Make sure to brush up on your UK payroll knowledge, especially around Share Payments, FPS, and Pensions. Be prepared to discuss your experience running multiple payrolls and how you spot anomalies in figures.
✨Demonstrate Communication Skills
Since the role requires exceptional communication skills, practice explaining complex payroll concepts clearly and concisely. Use examples from your past experiences to illustrate how you've effectively communicated with customers.
✨Prepare for Technical Questions
Expect technical questions related to payroll systems and troubleshooting. Familiarise yourself with common issues and resolutions, and be ready to discuss how you would approach problem-solving in a fast-paced environment.
✨Emphasise Customer-Centric Approach
Highlight your passion for customer service and how you ensure customer satisfaction. Share specific instances where you went above and beyond to help a customer resolve a complex issue, showcasing your proactive attitude.
