Payroll Expert, UK

Role Overview

• Resolve expert-categorised and escalated tickets, providing detailed and timely resolutions.
• Assist clients with complex payroll issues, including journal adjustments and manual overrides of employee variables.
• Conduct pre-payroll calls when necessary to identify and address discrepancies in advance of payroll runs and support smooth processing for Premium clients.
• Act as the primary point of contact for managed service queries, ensuring a high-quality customer experience.
• Provide a payroll and benefits audit service for customer accounts either during onboarding or as an ongoing service, reviewing data to identify discrepancies, ensure accuracy, and optimize the use of PayFit.
• Reconcile payroll and benefits information to proactively resolve issues and investigate and correct escalated pension errors.
• Maintain up-to-date knowledge of UK payroll legislation, ensuring compliance in all activities.
• Collaborate with the Product team before releases to ensure all client-facing documentation is accurate and of the highest standard.
• Act as the voice of the customer by providing detailed feedback on payroll functionalities and compliance needs.
• Create, maintain, and continuously improve internal training materials and knowledge content (e.g., Mayday, 360 Learning) to support team development and operational excellence.
• Lead or contribute to internal training sessions, supporting upskilling and consistent process enablement across the team.
• Regularly audit and optimise content to ensure accuracy, clarity, and effectiveness, including reviewing materials to improve AI-driven support and guidance tools.
• Detect, escalate, and assist in resolving incidents related to payroll errors or data issues. Partner with the Manager of Payroll Expertise to implement corrective actions and ensure timely communication to affected stakeholders.

Requirements

• You have 5+ years of experience in payroll management, with a strong understanding of UK payroll legislation, compliance, and pension processes: familiarity with journals and manual payroll adjustments is essential.
• You have a solid track record in handling complex and escalated payroll queries, including audit, reconciliation, and compliance checks, and are comfortable supporting Premium clients to a high standard.
• You are comfortable with payroll software and have experience managing payroll for multiple clients.
• You demonstrate a data-driven and problem-solving approach: you can identify discrepancies, analyse root causes, and implement effective solutions while maintaining accuracy and compliance.
• You are proactive and customer-centric: you anticipate needs, detect risks early, remain calm under pressure, and adapt to varied customer profiles and situations.
• You are native/bilingual in English (essential for customer communication and content creation).
• You explore and adopt AI tools (Confident level) to optimise your efficiency, maintain prompt libraries, and improve knowledge resources.

Benefits

• Flexibility: We believe it is key to producing your best work and being fulfilled. We therefore offer the possibility to live and/or work away from our main offices, within the UK; as well as abroad for a defined period. Further requirements may apply depending on the role and your overall experience.
• Learning & Development: At PayFit, we offer a comprehensive learning platform that enables you to acquire new skills daily, supported by our company.
• 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, with various options.
• Meals: Weekly Deliveroo credit to spend on meals of your choice.
• Fortnightly fruit and vegetable packages delivered to your house (to help you get your 5 a day!) thanks to a partnership with Oddbox.
• Public transportation: 50% of your travel cost to the office up to £100 a month is covered by us.
• Home office budget: Yearly work from home budget to help you get set up in the best conditions.
• A MacBook as our standard working tool.
• Parental support program: 16 weeks of maternity leave supported by PayFit at 100% and 4 additional weeks of leave for the co-parent at 100%.
• Time off: 25 days of paid holidays per year in addition to public holidays.
• 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. Please let us know what you need and we will do our best to accommodate!