Department: Human Resources
Position Type: Permanent – 40 hours per week
Reporting to: Head of Human Resources
Start Date: As soon as possible
Job Purpose
To drive the standard in customer care and manage customer expectations by keeping them well-informed, explaining changes clearly, and actively supporting them through processes. This role requires empathetic listening, understanding customer needs, and reassuring them of the right course of action.
You will demonstrate our Purpose, Principles, and Ambition (PPA) in all interactions with colleagues, customers, and prospects.
Key Responsibilities & Accountabilities
Customer Care & Communication
*Manage customer expectations by keeping them fully informed and explaining changes as they occur.
*Actively listen, empathise, and confirm understanding of customer needs.
*Provide reassurance and guidance on the correct course of action.
*Support customers throughout change processes.
Technical & Operational Responsibilities
*Demonstrate strong technical competence, identifying opportunities to improve business performance and profit.
*Recognise and consider the commercial implications of decisions.
*Maximise business opportunities by referring customers to the appropriate colleague or department.
*Reduce waste and improve work quality by suggesting improvements to services, products, or operational efficiencies.
*Collect and maintain accurate information relevant to the role.
*Identify opportunities for process improvement and understand how systems interact across the organisation.
*Apply a structured approach to identifying and resolving problems.
Essential Skills & Experience
*Previous experience in a payroll environment.
*Ability to prioritise workload and meet deadlines.
*Strong understanding of Tax and National Insurance for payroll calculations, including overpayments.
*GCSEs in Maths and English.
*Proficiency in Microsoft Office (Excel, Word, Outlook).
*Evidence of Right to Work in the UK.
Desired Skills & Experience
*Payroll qualification.
Our Purpose, Principles & Ambition (PPA)
*We drive the standard in customer care.
*We promote a culture of care, respect, honesty, compassion, and wellbeing.
*We remain positive under all circumstances and enjoy what we do.
*Together, as our family, we aim to be the envy of our competitors.
*We invest and innovate to stay ahead in a changing world.
*We grow and retain the best people to share in our shared success.