Payroll Manager

About the role Working within the Payroll Manager Service team, you'll be responsible for supporting our clients with their day-to-day payroll tasks, providing them with the payroll expertise that they may not have in-house, and ensuring that their payrolls run efficiently and accurately. You'll assist both the clients and the employee users with payroll and systems queries, and should also be seen as a subject matter expert for this across the wider business. You'll be focused on service delivery and providing a great client experience. This is a full time, hybrid role working in our Swinton office 3 days per week. Key responsibilities include: * Managing an strategic group of clients, ensuring their payrolls are fulfilled timely, accurately and securely. * Building close working relationships with both the clients and the team. * Answering client queries about their Payroll or Moorepay systems via email and telephone, within service level agreements, striving for client advocacy and first contact resolution. * Owning and taking responsibility for the client journey, always ensuring service excellence. * Helping clients understand how best to use their Moorepay Software to supporttheir business needs. * Sharing knowledge and expertise with onshore and offshore colleagues, striving for a consistent client experience. * Managing customers to control quality and format of client input and reduce delays in processing. * Reviewing client processes to identify inefficiencies and suggest * Working with the Implementation team to proactively manage customer onboarding, through first run into the live environment. * Meeting departmental and service delivery KPIs and quality standards for the team. * Reviewing and acting upon all customer feedback; acting as a primary point of escalation for the client and making/executing recommendations for improvement. * Taking ownership of service improvement initiatives driven out of the Moorepay customer satisfaction surveys. * Liaising with internal stakeholders, within Operations, Sales, Client Success, Marketing and Technology, to help manage client payrolls. * Using the CRM to record details of all client interactions. * Documenting all client specific processing instructions and ensuring these are reviewed and updated regularly. * Conducting account client reviews. * Investigating all errors or issues to ensure that the client is provided with a full RCA and solid preventatives are put in place. * Raising system bugs and improvement ideas with technical support. * Working closely with payroll processors (based in Kochi, India). Skills & experience * CIPP qualified (or equivalent), or relevant experience working at that level. * Proven ability in building positive customer relationships. * Excellent interpersonal and communication skills, as well as great coaching and mentoring skills. * Moorepay HR expertise or alternate platforms (desirable). * Experience of operating within an outsourced payroll service provider (desirable) & experience in managing large transition projects (desirable). Benefits & culture Part of the Zellis Group, Moorepay is a team of over 500 friendly professionals across four offices in Swinton (Manchester), Sheffield, Birmingham and Kochi (India). We’re passionate about making Moorepay a fantastic place to work for every single one of our colleagues. The average length of service at Moorepay is 12 years, which speaks for itself! To help make Moorepay such a great place to work, we focus on three things in our company culture: mental health support, maintaining a healthy work/life balance, and equal opportunities and inclusion for all. Here’s what you’ll gain if you join our team: * A career packed with opportunity, in a stable and growing company. * A comprehensive programme of learning and development. * 25 days annual leave, with the opportunity to buy more. You’ll even get your birthday off as well! * Private medical insurance, life assurance 4x salary. * Enhanced pension with up to 8.5% employer contributions. * A huge range of additional flexible benefits across financial & personal wellbeing, lifestyle & leisure