Payroll Support Consultant in Manchester

As a Payroll Support Consultant, you will deliver high-quality 1st and 2nd line support to payroll customers, ensuring queries are resolved promptly and that clients receive an excellent support experience. You will act as the first point of contact on the support desk, troubleshooting issues, guiding clients through system functionality, and escalating complex cases where required. During quieter support periods, you may also assist with payroll implementation tasks or support payroll processing activities.

Using your payroll knowledge and analytical mindset, you will help clients resolve payroll and system queries while ensuring accuracy, compliance, and a consistently high standard of service.

• Deliver effective 1st and 2nd line support to payroll customers, ensuring timely and professional resolution of queries.
• Support the wider delivery team with implementation tasks or payroll processing activities when required.
• Develop and maintain strong product knowledge across Brain Payroll and Sage People Payroll.
• Work with Customer Success Managers to identify recurring issues, service improvements, or opportunities within client accounts.
• Maintain awareness of payroll legislation changes and potential impacts on clients.
• Escalate risks, issues, or client concerns promptly and appropriately.

• Provide customer support via phone, email, and ticketing systems.
• Diagnose and resolve payroll software issues, escalating complex cases when necessary.
• Provide guidance on payroll processes, statutory calculations, and system configuration.
• Support API-related queries and basic troubleshooting of system integrations (training provided).
• Log, manage, and prioritise support cases in line with agreed SLAs.
• Maintain accurate records of support interactions and resolutions.
• Support clients during payroll cycles and year-end activities.
• Assist implementation teams with configuration tasks, data validation, or data cleansing where required.
• Act as a subject matter expert (SME) for payroll-related queries.
• Contribute to knowledge sharing, documentation, and continuous improvement initiatives.
• Take ownership of support cases from initial triage through to resolution, ensuring clear communication with clients.

Responsibilities listed above are not exhaustive and may evolve in line with business needs and the development of the role.

• Minimum 2+ years payroll experience with strong payroll knowledge.
• Experience handling payroll queries or supporting payroll systems.
• Understanding of UK payroll legislation and statutory calculations.
• Strong analytical and problem-solving skills.
• Experience producing payroll or working within a payroll operations team.
• Strong written and verbal communication skills.
• Good Microsoft Excel skills.
• Ability to prioritise workload and manage multiple tasks effectively.
• High attention to detail and accuracy.
• Proactive approach to learning new systems and processes.
• Commitment to delivering excellent client service and working collaboratively.
• CIPP qualification (or working towards it).
• Experience with SaaS payroll solutions.
• Awareness of APIs or system integrations and interest in developing technical knowledge.
• Exposure to payroll configuration, parallel runs, or UAT activities.
• Experience with Brain Payroll or Sage People Payroll.

• Unlimited paid leave (subject to our Annual Leave Policy).
• Bi-annual salary & bonus reviews.
• Fully flexible work schedule.
• Modern office in Manchester's Northern Quarter.
• Access to Perkbox for regular employee discounts.
• 24/7 access to virtual GP appointments via Doctor Care Anywhere.
• Regular team events and social nights.
• Development time and funding.
• Regular gifts and perks from Phase 3 to reward outstanding achievements, new members to your family, house moves and big birthdays.
• Access to up to £2,500 worth of home office equipment.
• And many more!

Phase 3 is a Disability Confident employer and we endeavour to recruit from the widest possible pool of suitable candidates. The format of the interview will be - questions based on your experience and the requirements of the role. If you require any adjustments or special arrangements to be made to our application process on account of disability please let us know in advance.