Senior Payroll Application Specialist

As a family-owned business our people are central to our success, and following years of organic, consecutive growth, we’re looking for people who share our core values of sustainability, trust, collaboration, and innovation to drive us forwards.

Software never stays the same and neither do we. We want our people to be part of a progressive organisation, encouraged to embrace change and new ideas to shape our future development. Your input is vital, which is why we’re committed to personalised learningpaths for every employee to help you, and us, grow.

Our goal is to make the world of work easier as a leader in the HR, payroll, finance, and integration solutions software and services industry. We’re proud to design and develop some of the best business solutions like iTrent and People First to supportour customers’ people-related challenges across every vertical.

**Looking for the place where you can belong? Join MHR and help us shape the world of work.**

**Role responsibilities**

As a Senior Payroll Application Specialist, you will provide day to day support to the customer base, ensuring a quality response to all customers.
- Ensure that issues raised are progressed in a timely manner in accordance with Quality Procedures and contracted obligations.
- Ensure the information logged within customer support call logging system is accurate and concise.
- Communicate and agree call details, categories and resolution timescales with customers.
- Escalating issues to the relevant members of staff within other departments whenever necessary.
- Ensure customer satisfaction by means of Quality Service and the occasional site visit.
- Provide a first-class, quality level of service as described in the QMS.
- Attend support meetings in order to investigate any difficulties being experienced and further improve our procedures.
- Ensure that requests from customers for assistance are assessed and processed as either justifiably non-chargeable or chargeable.
- Ensure that all customers are informed immediately of any issues which will affect the successful processing of data or security procedures.
- Coaching to junior analysts
- Manage escalated cases and ensure they are directed to the relevant business area
- Create knowledge documentation and ensure accuracy of content

**Key Skills**
- Have an ability to communicate with customers of all technical levels.
- Excellent telephone manner.
- Payroll or HR knowledge
- Excellent problem-solving skills.
- An ability to adapt to changing priorities.
- Have brilliant organisational skills.
- Grasp technical and legislative concepts quickly.
- Most importantly - be a quick learner.

**Benefits to support you personally and professionally**

In addition to working with amazing people, with the freedom to be you, we provide a range of tailored benefits including:

- Access to over 60 internal training courses, plus the ability to study for professional qualifications as well as cross-departmental mentoring and coaching programmes
- Access to a GP 24/7, via SmartHealth - whole family access to GPs, confidential mental health support and the security of paid sick leave
- Option to buy and sell additional holiday days on top of your standard 25 days and bank holidays
- Discounts and cash back on leisure, travel, technology, fashion, gym memberships and food
- Monthly company employee recognition programme and departmental awards
- Referral bonus scheme up to £2,000
- Employee-led social events, including running clubs, football teams, book club and bake-offs
- Subsidised restaurants with a choice of fresh meals from our chefs each day
- Opt-in benefits schemes, ranging from private medical insurance to dental

We care about the health, wellbeing and financial stability of our people and want to ensure they’re working in an inclusive and supportive environment.