UK Payroll Expert

UK Payroll Expert Join us ! Get to know us Do you want to help us shape what the future of work will look like and how it will best embrace our life's aspirations? If this sounds like a journey you want to embark on, we may have the right role for you! PayFit is an intuitive cloud-based payroll and employee management solution designed specifically for SMBs. Since 2015, we have set ourselves a mission to simplify payroll for SMBs and enable employers and employees to grow together. We are a European company operating from 3 main countries (France, Spain, and the UK) where we are supporting over 20,000 clients. Creating a fulfilling work environment and culture is also a core mission at PayFit, and our day-to-day work philosophy is reflected in our four values: Care: We genuinely care for others whoever they are, whatever they think. Excellence: We aim to improve and achieve better results every day. Humility: Staying humble and exchanging transparent feedback helps us to grow and improve. Passion: We are the architects of PayFit's success. A key part of our culture , and essential for our success, is also improving the diversity of our teams and building an inclusive culture where you can be yourself at work. This is why our recruitment focuses on the skills you demonstrate, and not only on your academic background or previous professional experiences. At PayFit we understand that you can gain applicable skills through a variety of life experiences and we are interested in knowing them, too. The Payroll Expert role Join the Payroll Expertise team within PayFit UK Customer Service to become a subject matter expert on complex UK payroll cases, supporting our customers, training our teams, and elevating payroll knowledge across the organisation. Location The position is based in the United Kingdom (Work From Anywhere eligible). Your mission As a Payroll Expert, you will play a pivotal role in supporting our most complex and sensitive customer cases, serving as a subject matter expert for UK payroll. Reporting to the Manager of Payroll Expertise, you will handle escalated queries, provide expert guidance on challenging payroll topics, and contribute to the development of high-quality support content and training materials. You will also review and enhance payroll knowledge integrated into tools such as AI systems and internal training resources, helping to elevate the expertise of the broader team and improve customer autonomy. Key responsibilities Customer Support and Expertise 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. → You demonstrate exceptional customer service and communication skills. You are the trusted advisor for our most complex payroll cases. You create lasting relationships, understand customer needs deeply, and are capable of diffusing tensions with empathy and active listening. You communicate with clarity and pedagogy, both verbally and in writing. Audit and Validation Provide a payroll and benefits audit service for customer accounts either during onboarding or as a 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. → You are detail-oriented and analytical. You can audit and validate large datasets, identifying discrepancies and implementing corrections with precision. You ensure compliance and accuracy in all activities. Compliance and Product Support 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. → You are proactive and collaborative. You anticipate changes in legislation, stay current with compliance requirements, and work cross-functionally to improve products and processes. You master PayFit's features and can connect them to customer business needs. Training, Content & AI Enablement 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. → You take ownership of knowledge development. You create high-quality content, deliver engaging training, and continuously improve materials based on feedback and evolving needs. You understand how to leverage AI tools to enhance support quality. Incident Management 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. → You demonstrate resilience and adaptability. You remain composed under pressure, manage complex situations effectively, and can navigate ambiguity while maintaining attention to detail. This role is for you if... 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. Interview process : 1. Interview with a recruiter - 45' 2. Interview with the hiring manager, Akash, and Payroll Expert, Larissa - 60' 3. Presentation & Practical Customer Scenario with the hiring manager and Head of Customer Success UK, Akash and Natalia - 60' 👉 Background Check (ISO27001 certification): identity, diploma, and past professional experiences will be checked after the offer. What we offer 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! Department Customer Service Locations London Remote status Hybrid