Full job description

Payroll & Customer Service Specialist (Direct Payments) Chelmsford remote
Full-time
About the RoleWe’re looking for a people-focused Payroll & Customer Service Specialist to join our growing team.
This is not a traditional payroll role. Yes, payroll experience is essential - but what really sets you apart is your ability to support, guide and connect with customers.
You’ll be managing Direct Payment accounts, helping individuals navigate financial processes, answering queries (often over the phone), and ensuring everything runs smoothly, accurately, and with a personal, human touch.
If you enjoy combining attention to detail with meaningful customer interaction, this role is for you.
What You’ll Be Doing*Managing Direct Payment accounts end-to-end, ensuring funds are received and payments can be made
*Processing payroll, timesheets, and invoices accurately and on time
*Validating and approving payments within agreed budgets
*Supporting customers with queries such as pay schedules, invoices, and pension letters
*Acting as a trusted guide, explaining processes clearly and confidently
*Liaising with finance teams and local authorities to ensure smooth account setup and funding
*Maintaining accurate customer records across CRM, payroll, and finance systems
*Supporting pension administration, including auto-enrolment compliance
*Completing monthly reconciliations and reporting data for KPIs
*Building strong relationships with customers and resolving day-to-day issues
*Identifying and escalating safeguarding concerns where needed
What We’re Looking ForWe know the challenge: strong payroll professionals don’t always enjoy customer interaction - and strong customer service professionals don’t always have payroll experience.
We’re looking for someone who can do both.
Essential*Previous payroll experience
*Strong customer service skills (phone, email, face-to-face)
*Confident speaking with customers and handling queries
*Excellent attention to detail
*Strong numeracy and administrative skills
*Ability to problem-solve and use initiative
*Able to manage your own workload and meet deadlines
*IT literate (Microsoft Office + payroll/finance systems)
*Willingness to travel occasionally to Chelmsford
Desirable*Experience managing client accounts or working in Direct Payments
*Exposure to pension administration or regulatory compliance
*Experience in fast-paced, high-volume environments
What Makes Someone Successful in This Role*You enjoy helping people and making things clear for them
*You’re comfortable picking up the phone and guiding customers
*You bring a personal, empathetic approach, not just process
*You balance accuracy with great service
*You’re proactive and take ownership
Our ValuesAt Purple, everything we do is guided by who we are:
*Authentic - lived experience matters
*Accessible - we support everyone, from individuals to organisations
*Expert - knowledgeable, but always approachable
*Creative - innovative in solving real-world challenges
Why Join Us?*A role where your people skills matter just as much as your technical skills
*The chance to make a real difference to customer’s lives
*A supportive, values-driven working culture
*Variety in your day - no two customers or situations are the same
Apply NowIf you’re someone who:
*Knows payroll and enjoys working with people
*Can confidently support customers through financial processes
*Wants to be part of a purpose-driven organisation