Platform & Payroll base Specialist

About the role

Are you technically minded, detail-driven, and passionate about payroll? This is your chance to play a pivotal role in shaping the future of Moorepay’s knowledgebase and platform experience. We’re looking for a Platform & Payroll Knowledgebase Specialist to help us deliver exceptional content, streamline processes, and empower both our customers and colleagues through smarter self‑service.

You’ll be the guardian of our knowledgebase, creating and maintaining payroll content that empowers colleagues and customers to work smarter and more efficiently. With your payroll expertise and understanding of legislation, you’ll help us unlock the full potential of Zendesk, improving experiences and driving self‑service solutions.

This role is perfect for someone technically minded, detail-focused, and collaborative, with a passion for blending payroll knowledge with platform management. You’ll support the Platform Manager, contribute to roadmaps, and learn from industry experts while being part of a close‑knit team.

This is a great opportunity to be part of a close‑knit, supportive team that values collaboration. You will work alongside industry experts and gain hands‑on learning opportunities, as well as playing a key role in Moorepay’s transformation, making a real impact on how we serve our customers.

You will also be able to enjoy the flexibility of remote working, with occasional travel to our Swinton office around 2 - 4 times per month.

This is more than just a role—it’s a chance to shape the future of payroll knowledge  you’re ready to combine your payroll expertise with technical skills and make a difference, we’d love to hear from you!

• Support the framework for the payroll knowledgebase.
• Collaborate with cross‑functional teams to define requirements, scope, and deliverables for the knowledgebase.
• Ensure all customer‑facing content is well structured, accurate, consistent, clear, concise, complete, relevant, and meets company branding standards and guidelines.
• Understand the impact of new payroll content requirements on existing content, propose changes, and act as appropriate.
• Manage content of assigned deliverables as required, including structuring, updating, archiving and retiring content.
• Co‑ordinate the production and delivery of multiple content items from various colleagues to provide an overall content package on time to the customer base for events such as product software releases.

• Configure and maintain Zendesk components (triggers, automations, views, forms).
• Support and optimise communication channels (messaging, email, omnichannel tools).
• Provide user support and training as well as assist with deployment, testing, and documentation.
• Support the management of incidents, changes, and feature rollouts.
• Generate dashboards for business leads.

• Interface with IT and CRM teams to align Zendesk with connected systems and data flows.
• Support the development of custom apps and integrations (e.g. Hub Spot).
• Leverage AI tools such as co‑pilot ticket summarisation and generative search to enhance agent efficiency.

• Liaise with HR, Payroll, Client Experience, Marketing and Product teams to gather content inputs.
• Follow established workflows and timelines for content and platform tasks.

• Staying up to date with payroll legislation, tax regulations, and data protection requirements is crucial to ensure all content and platform configurations are accurate and compliant.
• Regularly audit the knowledge bases for efficiency and effectiveness.
• Support projects to enhance or expand the knowledgebase setup based on audit and review findings as well as supporting the roll‑out of new knowledge bases as required by the business.

• Strong payroll product knowledge and understanding of legislation and its implications is essential.
• Familiarity with payroll cycles, statutory requirements, and payroll best practices is essential. This includes knowledge of pay calculations, deductions, benefits, and statutory reporting.
• Experience in content…