Customer Experience Specialist - Payroll in London

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 have 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 3,500 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 such as Fulham Football Club, GoCardless, Huel, and what3words rely on HiBob to help them create the best work experiences for their people.

We are looking to hire an enthusiastic Customer Experience 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 each interaction, ensuring they feel supported to make the correct decisions during their payroll cycle. We already have a world-class support function and are looking for a candidate who can provide a meaningful contribution and sustain its success.

Who are you?

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. You are a highly motivated self-starter, known for initiative and creative problem-solving, thrive on unraveling technical mysteries, diving deep to pinpoint root causes, and helping customers navigate complex issues. You excel at explaining intricate technical configurations to clients. If this resonates, the Customer Experience Specialist role 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.
• You are a 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.
• You have the ability to communicate complex concepts in a fluent, clear, and professional manner.
• You have a demonstrated ability to work in a dynamic, fast-paced environment.

Advantages:

• Experience in SaaS technology along with Payroll.
• Experience working in a Payroll Bureau.
• Previous experience working with global teams.
• Previous experience with Enterprise Customers.
• Experience onboarding customers into a new payroll platform or service.
• Experience using tools such as Zendesk, Slack, and Asana.
• Experience working with APIs and integrations.

Job Responsibilities:

• 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 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 elevate complex cases when necessary, collaborating with different teams and sites as required, and maintain clear communication with customers about case progress and status.
• 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 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, ensuring everything works as it should.
• 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:

• 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 set up your home office.
• 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.

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 are 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 or 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 would like to discuss any adjustments to our process which might help you demonstrate your strengths and capabilities. 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. The hiring managers do not have access to this information, and we will treat your information confidentially.

Seniority level: Entry level

Employment type: Full-time

Job function: Human Resources and Information Technology

Industries: Human Resources Services and IT Services and IT Consulting