About the Role
We are looking for a customer-focused and highly organised Payroll Customer Experience Coordinator to join our team.
As the first point of contact for customers across the NannyPaye brand, you will play an important role in delivering an exceptional customer experience while supporting a range of payroll and administrative activities.
This is a varied role combining customer service, payroll administration and general administration. You will support customers with their queries, providing clear guidance and ensuring a timely, helpful response. You will work closely with our Payroll and wider teams to ensure all processes are completed accurately and within agreed timescales.
The role would suit someone with strong customer service and administration experience who is interested in developing their knowledge and building a career in payroll.
Key Responsibilities
Customer Support
· Act as the first point of contact for customer enquiries via telephone, email and other appropriate communication channels, providing a professional, helpful and responsive service in line with the NannyPaye brand.
· Respond confidently and professionally to customer questions and concerns, providing clear guidance and involving colleagues where further support is required.
· Take ownership of customer enquiries, keeping customers informed and ensuring they receive a timely and helpful response.
· Share customer feedback with the wider team to help improve processes and the overall customer experience.
· Communicate confidently with customers, explaining processes clearly and helping them understand the options available to them.
Payroll & Administration
· Process new and additional employers and employees in accordance with agreed procedures.
· Support applications for PAYE schemes, ensuring the end-to-end process is completed accurately and all relevant systems and teams are updated.
· Process customers through the onboarding and activation process and act as the initial point of contact for related queries.
· Download and process tax code changes and student loan notices from HMRC systems.
· Support pay-run activities, including the release of weekly and monthly payslips.
· Process customer contact-detail changes accurately and promptly.
· Manage inbound and outbound post in line with agreed procedures and ensure information is distributed to the appropriate departments.
· Complete additional administrative tasks as required by Team Managers.
· Provide support to the Sales & Subscriptions team when required.
About You
We're looking for someone who takes pride in delivering excellent customer service, is naturally organised and solution focused.
You will be:
· Experienced in a customer-focused role.
· Experienced in administration and comfortable working with processes and deadlines.
· Confident communicating with customers by telephone, email and other channels.
· Comfortable handling a range of customer conversations, including questions or concerns.
· A clear and effective communicator, both verbally and in writing.
· Highly organised with excellent attention to detail and accuracy.
· Able to manage multiple priorities and meet agreed deadlines.
· Self-motivated and able to work independently while also contributing positively to a team.
· A confident problem solver who takes ownership of tasks and follows them through to completion.
· Comfortable using IT systems and learning new software and processes.
· Professional, approachable and committed to putting the customer first.
Payroll Experience & Training
No previous payroll experience is required, as full training and support will be provided. You’ll develop your knowledge of payroll within a bureau environment, including PAYE processes, payroll legislation and HMRC guidance. You’ll also learn how to confidently research queries and identify reliable sources of information.
Team & Culture
You’ll be part of a team working collaboratively to provide a great customer experience and achieve our shared objectives.
We expect everyone to:
· Take responsibility for the quality and timeliness of their own work.
· Communicate openly and professionally with customers and colleagues.
· Raise concerns promptly and work collaboratively to resolve them.
· Share ideas and identify opportunities to improve processes and the customer experience.
· Make effective use of technology and look for smarter, more efficient ways of working.
· Contribute positively to a supportive, customer-first team environment.
Why Join Us?
This is a great opportunity for someone looking to start a career within payroll and customer support.
You'll gain practical experience across customer service, PAYE administration, HMRC processes and payroll operations, while developing your knowledge within a supportive bureau environment.
No payroll experience? No problem. If you're organised, detail-focused, enjoy helping people and are keen to learn, we'd love to hear from you.
Pay: £25,000.00-£28,000.00 per year
Benefits:
- Casual dress
- Company pension
Work Location: In person
