At a Glance
- Tasks: Manage and resolve support tickets for pension and payroll software, ensuring top-notch customer service.
- Company: Join a dynamic team focused on delivering exceptional technical support.
- Benefits: Enjoy a hybrid working model, comprehensive benefits, and tailored career development.
- Other info: Collaborative environment with opportunities for growth and learning.
- Why this job: Make a real difference by helping clients navigate payroll challenges with your expertise.
- Qualifications: 5 years of pensioner payroll experience and strong problem-solving skills required.
The predicted salary is between 30000 - 40000 £ per year.
Your New Mission
You’ll be part of the Technical Support team, managing and resolving support tickets ensuring that our clients, who are using our Pensions and Pensioner Payroll software applications, receive first rate customer service and technical support. The primary role is to help resolve technical problems with our software applications, both internally and for our external clients, via email, phone and MS Teams. You will use your pensioner payroll experience to understand the impact of client issues, investigate problems, identify where specialist input is needed, and work collaboratively with colleagues across support, product, service delivery and client relationship teams to reach the right outcome.
What We Offer
- Career development and training tailored to your goals.
- A hybrid working model with a centrally located Bristol office and up to three days remote work per week.
- A comprehensive benefits package focused on your physical and mental well-being.
We’re Looking For Someone Who
- Has a minimum of 5 years’ pensioner payroll experience, either as your main role or as a significant supporting part of a pensions administration, payroll, benefits or client service role.
- Understands the end-to-end pensioner payroll lifecycle, including data input, payroll calculations, validation, payroll run preparation, payment processing, reconciliation, reporting and exception handling.
- Is comfortable investigating payroll-related queries, identifying patterns or root causes, and explaining issues clearly to non-technical stakeholders.
- Has strong attention to detail and understands the importance of accuracy, confidentiality and timely resolution when dealing with pensioner payroll issues.
- Can work both independently and as part of a team.
- Is confident talking to external clients and translating payroll or support issues into clear, practical updates.
Nice To Have
- Knowledge of the following would be advantageous, although training would be provided:
- Pensions administration and/or pensioner payroll operations experience within a software, third-party administration or in-house pensions environment.
- Experience supporting monthly, weekly or ad hoc pensioner payroll processes, including amendments, leavers, dependants, deductions and payment exceptions.
- Awareness of payroll controls, audit trails, reconciliation, HMRC-related payroll considerations and the sensitivity of pensioner payment data.
- Microsoft Office including Office 365.
- Previous support desk experience.
- Ticketing systems experience – JIRA.
- Knowledge base experience – Confluence.
Technical Support Consultant - Payroll/Pension in Bristol employer: Lumera
Join a dynamic team as a Technical Support Consultant in our centrally located Bristol office, where we prioritise your career development with tailored training and a hybrid working model that offers flexibility. Our commitment to employee well-being is reflected in our comprehensive benefits package, fostering a collaborative work culture that encourages growth and innovation while ensuring you provide exceptional support to our clients in the pensions and payroll sector.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Consultant - Payroll/Pension in Bristol
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Lumera. 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 Lumera 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 Technical Support Consultant - Payroll/Pension in Bristol
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 Lumera:Your cover letter is your chance to shine! Tell us why you want to work at Lumera 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 Lumera!
How to prepare for a job interview at Lumera
✨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.
