> Markdown version of [/jobs/ext/1579798-payroll-helpdesk-coordinator](https://www.wearedevelopers.com/jobs/ext/1579798-payroll-helpdesk-coordinator). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Payroll Helpdesk Coordinator - **Company:** Bright HR Limited - **Location:** Manchester, UK - **Salary:** £28,000.0 - **Contract:** Permanent contract - **Skills:** Databases, Data Governance, Microsoft Office, HR Software - **Published:** July 31, 2026 - **Apply:** https://uk.indeed.com/viewjob?jk=80e2214bfb514a0e ## About the Role * 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. ## Description 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 ## Related Videos - [What if your HR software adapted to you, not the other way around?](https://www.wearedevelopers.com/videos/100259-what-if-your-hr-software-adapted-to-you-not-the-other-way-around) - [Kubernetes and Microservices with Multi-Model Databases](https://www.wearedevelopers.com/videos/382-kubernetes-and-microservices-with-multi-model-databases) - [Data Governance in the Era of AI](https://www.wearedevelopers.com/videos/1622-data-governance-in-the-era-of-ai) - [Key HR Trends in 2024: Overcoming a Year of Emotional Disconnect](https://www.wearedevelopers.com/videos/1271-key-hr-trends-in-2024-overcoming-a-year-of-emotional-disconnect) - [Fault Tolerance and Consistency at Scale: Harnessing the Power of Distributed SQL Databases](https://www.wearedevelopers.com/videos/1146-fault-tolerance-and-consistency-at-scale-harnessing-the-power-of-distributed-sql-databases) - [Get Your Stack Together: Building the Right Recruiting Tech](https://www.wearedevelopers.com/videos/1295-get-your-stack-together-building-the-right-recruiting-tech) ## Related Articles - [Data Analyst Salary in the UK](https://www.wearedevelopers.com/magazine/278-data-analyst-salary-in-the-uk) - [Data Engineer Salary UK](https://www.wearedevelopers.com/magazine/253-data-engineer-salary-uk) - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette) - [Software Engineer Salary in The UK](https://www.wearedevelopers.com/magazine/231-software-engineer-salary-in-the-uk) - [Frontend Developer Salary in The UK](https://www.wearedevelopers.com/magazine/233-frontend-developer-salary-in-the-uk) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023)