Payroll Customer Care Representative (Payroll Specialist)

Job description

Get to know us

Do you want to help us shape what the future of work will look like and how it will best embrace our life's aspirations? If this sounds like a journey you want to embark on, we may have the right role for you!
PayFit is an intuitive cloud-based payroll and employee management solution designed specifically for SMBs. Since 2015, we have set ourselves a mission to simplify payroll for SMBs and enable employers and employees to grow together. We are a European company operating from 3 main countries (France, Spain, and the UK) where we are supporting over 10,000 clients. 

Creating a fulfilling work environment and culture is also a core mission at PayFit, and our day-to-day work philosophy is reflected in our four values:
Care
We genuinely care for others whoever they are, whatever they think.
Excellence
We aim to improve and achieve better results every day.
Humility 
Staying humble and exchanging transparent feedback helps us to grow and improve.
Passion
We are the architects of PayFit's success.

A key part of our culture , and essential for our success, is also improving the diversity of our teams and building an inclusive culture where you can be yourself at work. 

This is why our recruitment focuses on the skills you demonstrate, and not only on your academic background or previous professional experiences. At PayFit we understand that you can gain applicable skills through a variety of life experiences and we are interested in knowing them, too.

About the role:

We’re looking for a Payroll Customer Care Representative to join our growing Customer Success team. This role is an exciting opportunity for someone who is currently working in a payroll bureau or a large in-house environment, has a knowledge of payroll legislation, and enjoys interacting with customers.

You will:

- Day to day, you will work on Salesforce, answering queries and providing guidance from a portfolio of clients and working hands-on with the PayFit platform. 
- Make PayFit even more self-serve by keeping our customer help centre updated.
- Communicating with customers on our Live Chat.
- Creating and reviewing content of our Chatbot.
- Pension uploads at the beginning of the month.
- Processing payments for some of our customers via Telleroo and Smarter Pay.
- Customer feedback calls from your portfolio of clients. 
- You will work closely with the Product and Sales team to share the customers’ feedback and be the voice of the customer
- Identify upsell opportunities and suggest new initiatives to improve services for our customers

This role is for you if :

- You have 2+ years experience within payroll.
- Demonstrated experience in dealing with payroll processes
- You should have been involved with the processing of payroll or advising on payroll matters.
- Ability to apply your payroll knowledge to the processes of PayFit and apply manual checks when required.
- An enthusiasm to learn and advance your payroll knowledge
- The ability to work well in a fast-paced environment.
- A proactive approach and will provide feedback to the relevant teams based on customer interactions
- Excellent verbal and written communication skills
- A passion for working as part of a team, but works equally as well independently  

It would be great if you also:

- Have pension upload experience 
- Have payments processing experience
- Experience processing Benefits and P11Ds
- Intermediate Excel skills

If you think you would be a good fit even if you don't meet 100% of the requirements, we would love to hear from you! 

Your future team:

You will be supporting our portfolio of customers with their issues and queries regarding the software or payroll along with our team of 6 CCRs and payroll experts.You will also work closely with the broader customer success team and cross-functionally with the UK’s sales and product teams. 

Your future manager, Akash, is a payroll professional with over 10 years experience managing payroll teams to success,who will ensure your smooth onboarding and further evolvement in your role!

Hiring process

1. First you will meet a Talent Acquisition Specialist for a discovery call (30 min)
2 . You will complete a payroll and customer service based task.
3. Next step will be a meeting with the Payroll Team Lead with whom you will touch more payroll related questions and experience (45 min)
4 . Next step would be having a meeting with the Head of Customer Success (30 min)

What we offer

Flexibility: We believe it is key to produce your best work and to be fulfilled. We therefore offer the possibility to work away from our main offices, within the UK ; as well as abroad for a defined period of time. Further requirements may apply depending on the role and your overall experience.
Learning & Development: At PayFit we have a great learning platform where you can learn new skills every day with the support of our company. We also have English language courses to improve your business communication vocabulary and get to the next level.
Career Development: We want you to progress and be free to choose which direction you want to grow. There are also opportunities for internal moves.
Health promotion: Private medical insurance with Vitality and 4 paid sessions with a mental health practitioner and online support with Moka care
Meals: Weekly Deliveroo credit to spend on meals of your choice. Fortnightly fruit packages delivered to your house (to help you get your 5 a day!)
Public transportation: A minimum of 50% of your travel cost to the office is covered by us.
Home office budget: To help you get set up in the best conditions. A MacBook as our standard working tool.
Parental support program: 20 weeks of maternity leave supported by PayFit and 4 weeks of leave for the co-parent.
Time off: 25 days of paid holidays per year.

Disability Inclusion
All of our positions are open to any person living with a disability. To guarantee equal treatment and opportunities, we will take, based on individual needs, appropriate measures to adapt the work conditions of PayFiters with disabilities, and if needed also during the recruitment process.