Payroll Helpdesk Coordinator

The Payroll Support / Helpdesk Coordinator is responsible for providing first-line payroll support to clients and internal stakeholders, ensuring payroll queries are logged, investigated and resolved accurately and efficiently.

The role acts as a key point of contact for payroll-related queries, providing excellent customer service, maintaining accurate records and supporting the wider payroll team to deliver a high-quality managed payroll service.

Reports to

Payroll Managed Services Team Leader

Hours of work

37.5 per week between 8am to 6pm

Day-to-day responsibilities include but are not limited to the below:

Payroll Support & Query Management

• Deliver a high standard of customer service and support a positive client experience.
• Build effective relationships with clients and internal stakeholders.
• Provide clear guidance and explanations on payroll processes and procedures.
• Manage client expectations and provide regular updates on outstanding queries.
• Identify recurring issues and highlight opportunities for improvement.

Client Service Delivery

• Act as the first point of contact for payroll queries received via telephone, email, ticketing systems or other communication channels.
• Provide timely and professional responses to client and employee payroll queries.
• Log, track and manage payroll cases through to resolution.
• Prioritise queries based on urgency, impact and payroll deadlines.
• Escalate complex payroll issues appropriately to Payroll Advisors, Team Leaders or Managers.
• Maintain accurate case notes and ensure all actions are documented.

Payroll Administration Support

• Support payroll processing activities during the payroll cycle.
• Assist with payroll data checks, validations and administration tasks.
• Support the collection and review of payroll information.
• Maintain accurate records and ensure payroll documentation is complete.
• Support payroll deadlines by managing incoming queries efficiently.

Quality & Compliance

• Ensure all payroll advice provided is accurate and compliant with relevant legislation.
• Follow agreed payroll procedures, controls and service standards.
• Protect confidential payroll and employee information.
• Maintain GDPR compliance and appropriate data handling practices.
• Support quality assurance checks and continuous improvement activity.

Operational Support

• Monitor workload queues and ensure queries are progressed within agreed service levels.
• Maintain accurate reporting information on query volumes, trends and resolution times.
• Support improvements to helpdesk processes and customer journeys.
• Contribute ideas to improve efficiency, knowledge articles and self-service options.
• Work collaboratively with payroll and customer teams to resolve issues.

Key Performance Indicators (KPI’s)

Performance will be measured against:

• Query response and resolution times
• Achievement of service level agreements (SLAs)
• Customer satisfaction scores
• Accuracy of payroll advice provided
• Case management quality and documentation
• Reduction in repeat queries
• Team contribution and collaboration
• Compliance with payroll processes and controls, * Payroll Managed Services Team Leader
• Payroll Advisors
• Managed Services Team Manager
• Customer Success Team
• Implementation Team
• HR and Finance Teams

External:

• Payroll clients
• Client employees and payroll contacts

• Experience working in a customer support, administration or service environment.
• Strong attention to detail and ability to manage confidential information.
• Excellent written and verbal communication skills.
• Ability to manage multiple queries and priorities.
• Strong organisational and administrative skills.
• Confident using systems, databases and Microsoft Office applications.

Desirable Experience

• Previous payroll experience or exposure to payroll processes.
• Experience working within a payroll bureau, HR services or managed service environment.
• Experience using ticketing, CRM or case management systems.
• Understanding of UK payroll processes and legislation.

Skills & Competencies

• Customer Focus
• Professional and customer-focused approach.
• Ability to build trust and maintain positive relationships.

Communication

• Clear and confident communication skills.
• Ability to explain information simply and effectively.

Organisation

• Strong ability to prioritise workload and meet deadlines.
• Good attention to detail and accuracy.

Problem Solving

• Ability to investigate queries and identify solutions.
• Willingness to learn and develop payroll knowledge.

Teamwork

• Works collaboratively with colleagues.
• Supports team objectives and service improvements., Essential:
• Demonstrable experience in administration, customer service or support roles.

Desirable:

• Payroll qualification or working towards a payroll qualification (e.g. CIPP).
• Experience of payroll or HR systems.

Pulled from the full job description

• Referral programme
• Employee discount
• Life insurance
• Employee assistance programme
• Company pension
• Cycle to work scheme
• Season ticket loan, * Enhanced holidays - 25 days increasing to 27 after 2 years’ service and 28 after 5 years’ service (22 Days for Field Sales)
• Private health care cover after 5 years’ service
• New business referral scheme
• Access to Health Shield
• Access to the EAP service
• Refer a friend scheme
• Paid birthday leave
• Pension scheme contribution increasing to 5% after 5 years’ service and again to 7% after 7 years’ service
• Group life insurance
• Eye care contribution
• Free fruit (office-based staff)
• Travel Season Ticket loan scheme
• Milestone recognition
• Discounted products - Manchester City centre parking (AO Arena) / First Bus Travel Club Membership / Microsoft Home User programme / Anglian Home Improvements
• Pace health Club (situated in the park Inn) discounted gym membership and spa treatments
• Park Inn 20% food and drink discount
• New Century 20% food and drink discount
• Revolution De Cuba 20% food and drink discount
• Cycle 2 Work scheme* after probationary period
• On site Gym
• Bright Exchange perks

Values & Behaviours

• Living the company values of We care, We take action, we innovate, we inform, and we do the right thing
• We lead by example and recognise those living our values
• We drive the narrative by inspiring and engaging our team
• We collaborate with rigor and embrace diversity of thought
• We deliver with a united voice
• We take ownership by staying close to team performance by Super Coaching and Walking the Walk
• We keep our approach simple and stick to the playbook to deliver on promise
• We think critically and commercially, assess the situation before jumping to the solution

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