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

You will manage the team (if applicable) to create a positive and accountable culture, working as “One SMB Team” with other departments, divisions both onshore & offshore.

Key responsibilities include:

Delivery of a high quality Customer Service to improve CSAT

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

Develop a service excellence culture to drive retention & revenue

• Adhere to customer service standards and training to up-level the quality of service offered (onshore & offshore).
• Meet departmental and service delivery KPIs & quality standards for the team.
• Implement specific improvement plans for individuals, teams or clients when delivery falls below the expected standards.
• Review and act upon all customer feedback, acting as a primary point of escalation for the client and make or execute recommendations for action / improvement.
• Take ownership of service improvement initiatives driven out of the Moorepay customer satisfaction surveys.
• Contribute to all customer communications for Payroll clients working across both onshore & offshore team.
• Ensure 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

• Contribute and support a culture improvement project to develop a positive work environment with a strong “One SMB team” ethos.
• Develop a strong performance culture with clear goals & objectives and KPIs for each team member and conduct monthly 1-1s with all team members.
• Recruit, retain and develop top talent into the SMB Team while also managing under-performance.
• Ensure resource levels are aligned to demand and the budget with the right skills, experience & qualifications.
• Develop a culture of continuous improvement with all staff undertaking personal development either as part of their role, through online or face-to-face courses and mentoring/coaching.
• Empower, inspire & motivate the Payroll Centre of Excellence team to sustain high levels of productivity, professionalism and morale.

• 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.
• Excellent interpersonal and communication skills.
• Experience working with Payplan and MoorepayHR platforms desirable.
• Experience using other platforms also useful.
• Experience of operating within an outsourcing payroll service provider desirable.

Part of the Zellis Group, Moorepay is a team of over 500 friendly professionals across four offices in Manchester, Sheffield, Farnborough 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 flexible benefits package where you can choose your own tax-free benefits.
• From insurance and the Cycle to Work Scheme, to travel benefits and holiday trading - there’s something for everyone.
  
• A comprehensive programme of learning and development.
  
• Generous pension contributions.
  
• A competitive base salary, often with performance-related bonuses and car allowances.