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For Companies At a Glance
- Tasks: Support customers with Zellis products, resolving issues and ensuring satisfaction.
- Company: Zellis is a leading provider of HR & Payroll software, serving top UK companies.
- Benefits: Enjoy competitive salary, 25 days leave, private medical insurance, and flexible perks.
- Why this job: Join a progressive team that values growth, collaboration, and customer success.
- Qualifications: Experience in customer support; HCM knowledge is a plus.
- Other info: Opportunity for travel and on-call support; dynamic work environment.
The predicted salary is between 30000 - 42000 £ per year.
About the role
The successful candidate will demonstrate key technical and operational skills in a multi-channel environment, focussing on delivering the best possible solution support for our customer base. You will engender a customer-first approach, placing the customer support experience and their satisfaction at the heart of everything you do.
You will be supporting Zellis solutions, speaking to and interacting with varied customer persona, including HR and/or payroll managers, finance managers, system administrators, IT professionals and internal Zellis colleagues to diagnose and resolve customer impacting solution issues.
You will have the ability to identify and support continuous improvement, focussing on quality measures and technical specialist knowledge, to ensure a consistent, repeatable model approach to service delivery.
You will be expected to be onsite with the Customer Support teams in Zellis locations during the working month, primarily where your own team is located but with potential to travel to other Zellis locations, sometimes overnight. This role may also involve travel to Customer sites or the Zellis office in Kochi
You will have some flexibility to provide on-call support as required to include evenings and weekends on a rota basis
- Technical & Product Support
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Provide expert support for Zellis products (e.g., Elementsuite, ResourceLink, MyView, HCM Cloud) including configuration, pay elements, user access, and organisational structures.
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Investigate and resolve data and solution issues through analysis, troubleshooting, and defect management.
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Escalate unresolved cases, document problems, and contribute to knowledge base and product improvement processes.
Case & Customer Management
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Manage support cases through to resolution, ensuring regular updates and adherence to SLAs and KPIs.
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Deliver multi-channel support and expert guidance, always ensuring a positive customer experience.
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Proactively identify and reduce case volumes through trend analysis, knowledge sharing, and product enhancements.
Knowledge & Process Improvement
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Create, review, and approve knowledge articles to support case resolution and avoid duplication.
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Recommend process and product improvements based on root cause analysis and customer feedback.
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Promote Zellis products and services both internally and externally.
Collaboration & Development
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Represent the support team in internal and external meetings.
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Follow support procedures, maintain quality standards, and contribute to continuous improvement.
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Stay updated on new product releases and support knowledge sharing across the team.
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Identify and manage risks, and actively pursue personal and professional development.
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Skills & experience
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Proven experience delivering support or operational services for small-to-medium software, advisory, or managed service customers; HCM industry knowledge is a plus.
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Committed to achieving SLAs, KPIs, and delivering excellent customer service and outcomes.
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Skilled in reducing inbound demand and improving customer satisfaction through NPS and pulse surveys.
Communication & Collaboration
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Strong verbal and written communication across multiple channels; able to influence peers and customers.
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Effective team player with experience supporting peers and helping junior colleagues develop.
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Contributed to shared team resources (e.g. asset libraries) and fostered a positive team culture.
Self-Management & Professionalism
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Self-motivated, resilient, and organized—able to manage time, priorities, and high-pressure workloads independently.
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High attention to detail and ability to multitask across a diverse workload.
Problem Solving & Continuous Improvement
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Analytical thinker with strong problem-solving skills and ownership mindset.
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Actively follows development paths, seeks knowledge, and supports continuous improvement initiatives.
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Understands change levers and contributes to improved customer success.
Additional
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Industry-recognised qualification is desirable.
Benefits & culture
At Zellis we create market-leading HR & Payroll products and services, to power exceptional employee experiences so that you and your people do better. Our multi-award-winning products pay over five million employees a year, with almost half (42%) of the FTSE 100, 50% of the top retailers and 30% of the top universities in the UK & Ireland as customers, making us the largest provider of Payroll and HR software and managed services.
Our vision is to be the clear leader in pay, reward, analytics, and people experiences. We\’re passionate about creating an environment where people want to join, belong to, and be part of a progressive organisation.Our values, which were defined with input from all of our 2,000 colleagues, we live and breathe every day:
- Unstoppable together.
- Always learning.
- Make it count.
- Think scale.
Our people are critical to our ongoing success; we’re proud of our inclusive culture that gives you the platform to grow, challenge the status quo and play a crucial role in further enhancing our market position as the leading provider of HR & Payroll software and services.With Zellis you’ll have the chance to stretch and challenge yourself in an environment that’s varied, flexible and hugely supportive.
We also love to reward and recognise our brilliant colleagues. As part of your benefits package, you’ll receive:
- A competitive base salary.
- 25 days annual leave, plus your birthday off and the opportunity to buy additional holiday.
- Private medical insurance.
- Life assurance 4x salary.
- Enhanced pension scheme with company contributions up to 8.5%.
- A huge range of additional flexible benefits across financial & personal wellbeing, lifestyle & leisure.
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Customer Support Agent employer: Moorepay Limited
Contact Detail:
Moorepay Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Agent
✨Tip Number 1
Familiarise yourself with Zellis products like Elementsuite and HCM Cloud. Understanding these tools will not only help you answer customer queries effectively but also demonstrate your commitment to the role during interviews.
✨Tip Number 2
Practice your communication skills, especially in a multi-channel environment. Being able to convey technical information clearly and concisely will be crucial in delivering excellent customer service.
✨Tip Number 3
Showcase your problem-solving abilities by preparing examples of how you've resolved customer issues in the past. This will highlight your analytical thinking and ownership mindset, which are key for this role.
✨Tip Number 4
Research Zellis' company culture and values. Understanding their focus on continuous improvement and teamwork will help you align your responses during interviews and show that you're a good fit for their team.
We think you need these skills to ace Customer Support Agent
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer support and service delivery. Emphasise any previous roles where you managed support cases, delivered technical assistance, or improved customer satisfaction.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and your understanding of Zellis products. Mention specific examples of how you've successfully resolved customer issues in the past and how you can contribute to their team.
Showcase Communication Skills: Since strong verbal and written communication is crucial for this role, ensure your application reflects your ability to communicate effectively. Use clear and concise language, and consider including examples of how you've influenced peers or customers.
Highlight Problem-Solving Abilities: Demonstrate your analytical thinking and problem-solving skills in your application. Provide examples of situations where you've identified issues, proposed solutions, and contributed to continuous improvement in a customer support context.
How to prepare for a job interview at Moorepay Limited
✨Understand Zellis Products
Familiarise yourself with Zellis products like Elementsuite and HCM Cloud. Being able to discuss these solutions confidently will show your technical knowledge and commitment to the role.
✨Demonstrate Customer-Centric Mindset
Prepare examples that highlight your customer-first approach. Discuss how you've previously resolved customer issues and improved their experience, as this aligns with the company's values.
✨Showcase Problem-Solving Skills
Be ready to discuss specific instances where you've identified problems and implemented solutions. This will demonstrate your analytical thinking and ownership mindset, which are crucial for the role.
✨Communicate Effectively
Practice clear and concise communication. Since the role involves interacting with various stakeholders, showcasing your ability to convey information effectively will be key during the interview.