About the role

In this role you'll work as part of the broader Payroll Centres of Excellence Management team. You'll lead on and contribute to projects that develop and execute consistent processes, technologies and customer engagement to actively address service quality, performance, accuracy and timeliness.

You'll take ownership and accountability for your allocation of clients, as well as deputising for the Senior Payroll Manager as required.

You'll manage the team (if applicable) to create a positive and accountable culture, working in collaboration with other departments both onshore and offshore.

Key responsibilities include:

Delivery of a high quality Customer Service to improve CSAT

Aligned to the Customer Service Model aligning skills, competencies and capacity to best meet the needs of the customers.
Working with the onshore and offshore team to deliver quality customer service, on-time and accurate. Managing resources to meet / exceed delivery schedules.
Managing your customers to control quality and format of client input and reduce delays in processing.
Working with the Implementation team to proactively manage customer onboarding - through the implementation process, into first run and then into BAU.

Developing a service excellence culture to drive retention and revenue

Adhering to customer service standards and training to up-level the quality of service offered (onshore and offshore).
Meeting departmental and service delivery KPIs and quality standards for the team.
Implementing specific improvement plans for individuals, teams or clients when delivery falls below the expected standards.
Reviewing and acting upon all customer feedback, acting as a primary point of escalation for the client and making or executing recommendations for action / improvement.
Taking ownership of service improvement initiatives driven out of the Moorepay customer satisfaction surveys.
Contributing to all customer communications for Payroll clients working across both onshore and offshore team. Ensuring all customers are kept up-to-date as appropriate through regular meetings and communications on any changes that affect them.

Building a high performing Payroll Centre of Excellence team

Contributing to and supporting a culture improvement project to develop a positive work environment with a strong "one team" ethos.
Developing a culture of continuous improvement with all colleagues undertaking personal development as part of their role, through online or face-to-face courses, and mentoring / coaching.
Empowering, inspiring and motivating the Payroll Centre of Excellence team to sustain high levels of productivity, professionalism and morale.

Skills & experience

CIPP qualified (or equivalent), or relevant experience working at that level.
Proven ability in building and managing a high performing team - working onshore & offshore.
Proven ability in building positive customer relationships.
Proven commercial ability to manage and control budgets.
Experience working with Payplan and MoorepayHR platforms desirable.
Experience of operating within an outsourced payroll service provider desirable.

Benefits & culture

Part of the Zellis Group,Moorepayisa team ofover500friendly professionalsacross four offices in Swinton (Manchester), Sheffield, Farnborough and Kochi (India).Werepassionate 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.

Heres what youll gain if youjoin our team:

A career packed with opportunity, in a stable and growing company.
A comprehensive programme of learning and development.
Competitive base salary.
25 days annual leave, with the opportunity to buy more. Youll 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.

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