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# Payroll Helpdesk Coordinator

- **Company:** BrightHR
- **Location:** Manchester, UK
- **Salary:** £28,000.0
- **Contract:** Permanent contract
- **Skills:** Databases, Data Governance, Microsoft Office, HR Software
- **Published:** October 12, 2026
- **Apply:** https://www.totaljobs.com/job/payroll-coordinator/brighthr-job108143776

## 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