Payroll Experience Manager Job at Ciphr (Reading)

Job Description

Ciphr has an exciting opportunity for a Payroll Experience Manager to join our bureau as we grow and develop. As a Payroll Experience Manager, you’ll be responsible for improving the customer experience during the end-to-end lifecycle of a bureau customer. Your goal will be to ensure customers have a positive experience from their first interaction with bureau during implementation through to moving to BAU and eventual offboarding. You’ll build positive and proactive relationships with our customers, placing the voice of the customer at the forefront of everything we do. You’ll also be responsible for supporting and developing the payroll administrators to become payroll experts and deliver a gold standard customer experience.

Job Responsibility

Build trusted customer relationships, addressing needs and challenges
Promote and drive cross-functional collaboration to streamline processes and enhance the customer experience
Focus on increasing customer satisfaction, loyalty, and advocacy in turn reducing customer churn
Model our values, brand and tone of voice to support a gold-standard customer experience and encourage the wider bureau team to embed these at all customer touch points
Contribute to building a customer centric culture across the bureau
Create and manage a positive onboarding experience for new starters
Continuously assess the wellbeing of your team, ensuring they get support when needed, and ensure that holiday and sickness cover does not cause stress on other members of the bureau
Coach and mentor payroll administrators to develop stronger technical skills and industry expertise
Provide regular 1-1s, performance feedback and development plans for each administrator identifying training needs within your direct team and the wider bureau team
Encourage administrators to take ownership of customer queries and develop problem-solving skills
Foster a collaborative team environment focused on learning, accountability and service excellence
Get to know all the payrolls you are accountable for in your team, ensuring that in an emergency you would be able to cover the production of the payroll
Carry out the parallel runs for new payrolls coming into your team, producing payroll procedures manuals and training your administrator
Carry out account reviews with each of the customers in your team owning the feedback and delivery of any changes required
Stay updated on payroll legislation and industry changes, sharing knowledge across the team
Run monthly statistics reports checking the accuracy of each of the payrolls in your team. Identifying any problems and analysing the root cause of any errors highlighted to work with the administrator and/or the customer to prevent the error happening again
Work with your leadership team on major incidents or P1s to work through to resolution. Identify measures we can put in place to mitigate future risks

Requirements

Evidence of deploying a customer focus approach with the ability to amplify the voice of the customer within the business
Ability to resolve issues effectively, handle difficult conversations constructively, and remove obstacles for customers
Organisational skills to effectively prioritise multiple customer requests and communicate regular updates to the business and customer
Dedicated to delivering outstanding customer experience, willing to go the extra mile
Ability to motivate others and thrive in the chaos of transformation
A strong aptitude for fostering cross functional collaborative relationships
Demonstrate the ability to combine strong technical knowledge with effective people management capabilities to coach, mentor and develop team members’ industry skills
Skilled at recognising process gaps and driving meaningful improvements
Identify trends in data and translate into actionable insights
Consistently role model organisational values and expected behaviours to inspire high standards across the team

What we offer

30 days annual leave plus bank holidays
Family National Trust Membership
Birthday day off
Religious holiday swap
Family forming support - e.g., time off for family forming appointments or to support your partner
Enhanced maternity and paternity leave
Work from Anywhere for 4 weeks per year
Volunteering days for 2 days per year
Cycle to work scheme
Pension
Health cash plan
Life assurance
Technology/home improvements Loans
Perks at Work – access to exclusive discounts, cinema tickets, etc.
Regular training
£1,500 employee referral scheme
Medical Cover and Dental cover (after 6 months’ service)
Income Protection insurance (after 12 months’ service)

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Payroll Experience Manager

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