Technical Support Consultant - Payroll/Pension

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.

• Have 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
• Understand the end-to-end pensioner payroll lifecycle, including data input, payroll calculations, validation, payroll run preparation, payment processing, reconciliation, reporting and exception handling
• Be comfortable investigating payroll-related queries, identifying patterns or root causes, and explaining issues clearly to non-technical stakeholders
• Have strong attention to detail and understand the importance of accuracy, confidentiality and timely resolution when dealing with pensioner payroll issues
• Be able to work both independently and as part of a team
• Be confident talking to external clients and translating payroll or support issues into clear, practical updates

Nice to Have:

o Knowledge of the following would be advantageous, although training would be provided:

o Pensions administration and/or pensioner payroll operations experience within a software, third-party administration or in-house pensions environment

o Experience supporting monthly, weekly or ad hoc pensioner payroll processes, including amendments, leavers, dependants, deductions and payment exceptions

o Awareness of payroll controls, audit trails, reconciliation, HMRC-related payroll considerations and the sensitivity of pensioner payment data

o Microsoft Office including Office 365

o Previous support desk experience

o Ticketing systems experience - JIRA

o Knowledge base experience - Confluence

• 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.

Lumera is dedicated to the digital transformation of the European Life and Pensions industry. As insurtech innovators, we provide future-proof core technology for policy administration. The Prudent Revolution is our mission - bridging technology and partnership to navigate the fastest, safest path through complex change for L&P providers. We combine tech and industry expertise with relevant market experience to offer a broad range of consultancy and data services - from managing faultless legacy system migration to facilitating compelling end-user experiences. Based in Stockholm, Lumera has significant presence with offices in the United Kingdom, the Netherlands, Norway, Sweden, India and Vietnam. Lumera is majority owned by Monterro, a leading Nordic software investor. In accordance with Home Office guidance, candidates will be required to evidence their right to work in the UK before commencement of employment. Candidates are therefore encouraged to consider their own right to work options without Lumera sponsorship. All positions within Lumera are subject to an employee vetting check. We are committed to fair recruitment and will consider the relevance of any information disclosed.   You must create an Indeed account before continuing to the company website to apply