Resolution Specialist - Payroll

Get to know us

Creating a fulfilling work environment and culture is also a core mission at PayFit, and our day-to-day work philosophy is reflected in our four values:

• Care: We genuinely care for others whoever they are, whatever they think.
• Excellence: We aim to improve and achieve better results every day.
• Humility: Staying humble and exchanging transparent feedback helps us to grow and improve.
• Passion: We are the architects of PayFit's success.

A key part of our culture, and essential for our success, is also improving the diversity of our teams and building an inclusive culture where you can be yourself at work. This is why our recruitment focuses on the skills you demonstrate, and not only on your academic background or previous professional experiences. At PayFit we understand that you can gain applicable skills through a variety of life experiences and we are interested in knowing them, too.

Location

The position is based in the United Kingdom (Work From Anywhere eligible)

Your mission

As a Resolution Specialist - Payroll, you will be the first point of contact for customers, delivering exceptional support across multiple channels. Your role will focus on resolving inbound cases, live chat, managing back-office tasks, and ensuring customers have a seamless experience. With a customer-first mindset and strong communication skills, you will play a key role in upholding the company’s service standards.

Key responsibilities:

• Customer Support: Respond to customer queries via live chat, tickets, and video calls (possibly phoneline in the future), ensuring timely and accurate resolution. Guide customers through troubleshooting and provide clear instructions to resolve their concerns.
• Back-Office Tasks: Perform routine tasks such as uploading bank files and managing the pension process (uploads, error correction, mailbox etc.). Manage customer set-up at onboarding; account creation, data ingestion, configuration for declarations, validate and reconcile data. Manage and prevent FPS errors supporting corrections where necessary. Ensure all manual processes are completed accurately and documented for consistency.
• Documentation and Communication: Document resolutions and best practices to support continuous improvement. Provide clear and concise communication to customers, ensuring a positive and professional experience. Regularly use and provide feedback on AI tool development.
• Collaboration and Escalation: Collaborate with other teams to ensure complex issues are escalated and resolved effectively. Support teammates by sharing knowledge and contributing to a cohesive team environment.

The role is for you if

What great looks like in this role:

• Customer empathy under pressure: You stay calm and solution-focused when customers are under time pressure, communicating clearly and reassuringly to help them move forward.
• Attention to detail: You work with a high level of accuracy, spotting inconsistencies in data, processes, or setup before they become issues.
• Structured problem-solving: You take a methodical approach to resolving issues — understanding the root cause, fixing it, and ensuring it doesn’t happen again.
• Payroll and process understanding: You have a solid understanding of payroll processes and compliance requirements, and can confidently support customers through common scenarios and issues.
• Effective use of support tools: You are comfortable working across chat and ticketing systems, managing your workload efficiently, and contributing to improvements in how the team operates.

Interview process:

• Interview with a recruiter - 45'
• Interview with the hiring manager, Akash (CS Manager, Payroll Expertise) - 60'
• Interview with Natalia, Head of Customer Service UK - 45'

What we offer

• Flexibility: We believe it is key to producing your best work and being fulfilled. We therefore offer the possibility to live and/or work away from our main offices, within the UK; as well as abroad for a defined period. Further requirements may apply depending on the role and your overall experience.
• Learning & Development: At PayFit, we offer a comprehensive learning platform that enables you to acquire new skills daily, supported by our company.
• Career Development: We want you to progress and be free to choose which direction you want to grow. There are also opportunities for internal moves.
• Health promotion: Private medical insurance with Vitality, with various options.
• Meals: Weekly Deliveroo credit to spend on meals of your choice. Fortnightly fruit and vegetable packages delivered to your house (to help you get your 5 a day!) thanks to a partnership with Oddbox.
• Public transportation: 50% of your travel cost to the office up to £100 a month is covered by us.
• Home office budget: Yearly work from home budget to help you get set up in the best conditions. A MacBook as our standard working tool.
• Parental support program: 16 weeks of maternity leave supported by PayFit at 100% and 4 additional weeks of leave for the co-parent at 100%.
• Time off: 25 days of paid holidays per year in addition to public holidays.

Disability Inclusion: All of our positions are open to any person living with a disability. To guarantee equal treatment and opportunities, we will take, based on individual needs, appropriate measures to adapt the work conditions of PayFiters with disabilities, and if needed also during the recruitment process. Please let us know what you need and we will do our best to accommodate!

Contract Type: Full-Time

Location: London

Possible partial remote