Payroll Support Agent

The Customer Support Agent will represent Zellis Customer Support in internal and external customer interactions, delivering exceptional service and technical expertise.

You will demonstrate key technical and operational skills in a multi-channel environment, focusing on providing the best possible solution support for our customer base. A customer-first approach is essential, placing customer satisfaction at the heart of everything you do.

In addition to strong technical capability, we are particularly interested in candidates with payroll expertise or experience in HR/payroll operations. This knowledge will help bridge the gap between technology and payroll processes, ensuring we deliver accurate, efficient, and compliant solutions for our customers.

You will interact with varied customer personas, including HR and payroll managers, finance managers, system administrators, IT professionals, and internal Zellis colleagues to diagnose and resolve solution issues.

You will also identify and support continuous improvement, focusing on quality measures and technical specialist knowledge to ensure a consistent, repeatable model approach to service delivery.

• Experience delivering Customer Support or equivalent operational services for small-medium scale software, advisory, or Managed Services customers; payroll or HR industry knowledge is highly advantageous.
  
• Strong understanding of payroll processes, compliance, and calculations (desirable).
  
• Experience working within a team and cross-functionally to achieve targets, incl SLAs, KPIs and successful outcomes including excellent Customer service.
  
• Ability to work independently, be self-motivated and resilient (especially under pressure and working to tight deadlines), manage your own time and priorities, giving urgency when needed; able to multi-task, manage a diverse workload.
  
• Strong all-round and confident multi-channel communication skills (written and verbal); ability to influence peers and customers.
  
• Proven analytical and problem-solving skills with the ability to take ownership of any problem and see through to resolution.
  
• Experience following development paths and taking initiative to gain knowledge and to consume new product/service capabilities and supporting & influencing continuous improvement.
  
• Ability to help more junior colleagues with their development.
  
• Industry recognised qualification would be desirable.

At Zellis we create market-leading HR & Payroll products and services, to power exceptional employee experiences so that you and your people do better. Our multi-award-winning products pay over five million employees a year, with almost half (42%) of the FTSE 100, 50% of the top retailers and 30% of the top universities in the UK & Ireland as customers, making us the largest provider of Payroll and HR software and managed services.

Our vision is to be the clear leader in pay, reward, analytics, and people experiences. We're passionate about creating an environment where people want to join, belong to, and be part of a progressive organisation. Our values, which were defined with input from all of our 2,000 colleagues, we live and breathe every day:

• Unstoppable together.
• Always learning.
• Make it count.
• Think scale.

Our people are critical to our ongoing success; we’re proud of our inclusive culture that gives you the platform to grow, challenge the status quo and play a crucial role in further enhancing our market position as the leading provider of HR & Payroll software and services. With Zellis you’ll have the chance to stretch and challenge yourself in an environment that’s varied, flexible and hugely supportive.

We also love to reward and recognise our brilliant colleagues. As part of your benefits package, you’ll receive:

• A competitive base salary.
• 25 days annual leave, plus your birthday off and the opportunity to buy additional holiday.
• Private medical insurance.
• Life assurance 4x salary.
• Enhanced pension scheme with company contributions up to 8.5%.
• A huge range of additional flexible benefits across financial & personal wellbeing, lifestyle & leisure.