Customer Solutions Payroll Specialist

Salary: Salary up to £37,000 • Location: ManchesterCustomer Solutions Payroll SpecialistSalary up to £37,000LocationManchesterPurposeIn a fast paced, global business, provide a super-duper service to new and existing clients through critical care support, by identifying “at risk” accounts and pro-actively contacting to offer support, additional training and resolving service issues relating to the software, sale or customer service. Increase engagement and retention rates and improve client sentiment and online reputation. Contribute to the business’s Super-duper Service strategy whilst exceeding individual KPIs and embrace our company values with every interaction.Reports toCustomer Solutions ManagerDay-to-day responsibilities include but are not limited to the below:Take ownership of all payroll related service issues, identifying the root cause and offering a suitable resolution to any concerns or complaints raisedRecord accurate details of any service issues in Salesforce or the relevant CRM so that MI and reporting can be producedWork closely with the payroll leadership team to ensure service issue investigations are completed thoroughly and accuratelyTake ownership of technical payroll and compliance related complaints ensuring that all procedures are followed accurately and the relevant internal contacts are notified of any riskSupport the customer solutions team by owning and resolving none payroll specific service issues to ensure all service issues are resolved within a 5 working day SLAIdentify and pro-actively contact “at risk” clients to promote the benefits of our products and service and encourage implementation and usageProvide feedback to sales and service agents, to help improve efficiencies, processes and promote best practiceHelp to improve client sentiment and online reputation by pro-actively contacting dissatisfied usersKey requirementsRequired skills and experienceCustomer service experience is essentialDemonstrable experience in managing complaints and expressions of dissatisfaction, end to endAn exceptional knowledge of payroll practices including dealing with the HMRCA strong knowledge and understanding of payroll terminology with the ability to speak confidently as a payroll expert with clientsThe ideal candidate will have some soft sales skills including the ability to handle objections and make recommendations based on client needsMust have excellent listening skills and be able to communicate with clients and users of varying technical abilityThe ability to work in a fast-paced environmentAble to adapt to changeCan take responsibility of own product knowledgeAble to communicate at different levels throughout the businessBrightHR BenefitsEnhanced 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’ serviceNew business referral schemeAccess to Health ShieldAccess to the EAP serviceRefer a friend schemePaid birthday leavePension scheme contribution increasing to 5% after 5 years’ service and again to 7% after 7 years’ serviceGroup life insuranceEye care contributionFree fruit (office-based staff)Travel Season Ticket loan schemeMilestone recognitionDiscounted products – Manchester City centre parking (AO Arena) / First Bus Travel Club Membership / Microsoft Home User programme / Anglian Home ImprovementsPace health Club (situated in the park Inn) discounted gym membership and spa treatmentsPark Inn 20% food and drink discountNew Century 20% food and drink discountRevolution De Cuba 20% food and drink discountCycle 2 Work scheme* after probationary periodOn site GymBright Exchange perksValues & BehavioursLiving the company values of We care, We take action, we innovate, we inform, and we do the right thingWe lead by example and recognise those living our valuesWe drive the narrative by inspiring and engaging our teamWe collaborate with rigor and embrace diversity of thoughtWe deliver with a united voiceWe take ownership by staying close to team performance by Super Coaching and Walking the WalkWe keep our approach simple and stick to the playbook to deliver on promiseWe think critically and commercially, assess the situation before jumping to the solutionWe 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 #J-18808-Ljbffr