Dec 25, 2023
For this hybrid post, we are seeking an individual with a strong background in UK payroll who can solve problems with aptitude and who is equally concerned with delivering a positive client experience as they are with completing tasks. You will collaborate with our Onboarding team in addition to sitting in on our Customer Support team, depending on when your abilities are most needed.
More about the role and core responsibilities
You will be the first line of support for our customers, ensuring their payroll related queries are resolved quickly and efficiently
You will work with our customers to unpick complex issues, including HMRC reconciliations, journal support, legislative guidance, and failed FPS/Pension submissions
If there is a question you can't answer, you will escalate tickets to the right team, providing as much context as possible around the issue our customers are facing. You might not have all the answers (yet), but you are a champion for consistent communication
Your number one priority will be to make sure our customers are compliant, so keeping your knowledge of current statutory legislation is a must
You will provide the product team with customer feedback so we can continue to build the best payroll product the world has ever seen!
You will use your awesome communication skills and payroll experience across multiple channels to educate new and existing customers on Pento adoption
You will use your in-depth knowledge of payroll to onboard new customers to the platform, collating the data and completing parallel runs to make sure everything is right before go live!
You will support new customers with building integrations of HMRC and HRIS into Pento making sure that everything is working as it should be
You will use your onboarding and payroll knowledge to spot anything that does not look quite right and investigate the data to make sure the first live payroll runs smoothly
Your experience
You have solid UK payroll experience — bonus points for experience dealing with Share Payments, FPS, and Pension failures
You have experience in providing best in class payroll and product support
You’re a proficient English speaker and your (written and verbal) grammar is impeccable
You enjoy working with figures and have experience with complex reconciliations
You have run payrolls so you know what looks right and can spot anomalies
You have experience onboarding customers into a new payroll platform/service
You’re comfortable multitasking, at managing your time, and prioritising — nothing puts you in a good mood as much as completing your to-do-list
You thrive on having a positive, empathetic, and professional attitude at all times
You’re hungry to learn. You know you don't know it all, and do what you can to help yourself and your teammates be better every day
You work well with lots of questions and few answers. We're a startup trying to do something no one else has done before, which means we're dealing with a lot of questions and what-ifs