Payroll Support / Helpdesk Coordinator
Salary up to £28k
Location
Manchester
Purpose
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
Key requirements
Essential Experience
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
Communication
Organisation
Problem Solving
Teamwork
Key Relationships
Internal:
External:
Qualifications
Essential:
- Demonstrable experience in administration, customer service or support roles.
Desirable:
BrightHR Benefits
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
We are BrightHR; the only software powered by HR, health & safety, and legal experts. Everything you need to simply manage your staff, all in one place, PLUS free tools to set your business apart.
We are on a mission to transform people management for businesses. We’ve been making life easier for employers since 2015 with our range of innovative software, are providing HR, H&S, and business support to over 95,000 businesses globally.
We are a people business. The market moves quickly and so do we. We put the customer first, working hard and always looking ahead, purposefully innovating to ensure peace of mind.
BrightHR is an Equal Opportunity and Disability Confident Employer, committed to diversity and inclusion without regard to protected characteristics
