Payroll Manager

Ciphr has an exciting opportunity for a Payroll Experience Manager to join the team and work with our award-winning payroll software

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 administrator s to become payroll experts and deliver a gold standard customer experience.

This is a remote first role, you will average 2 days a month with the team in our Reading office.

• 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.

• All customers will have regular account reviews as defined on a tier basis.
• Customer meetings will be attended including on site meetings where appropriate.
• Service quality and customer experience is regularly tracked through measures such as NPS and retention.
• Feedback from account reviews is proactively reviewed, lessons learned are provided to the organization, opportunities to improve internal processes to increase accuracy or efficiency are identified, and it is ensured that the team works to one standard.
• Back-to-green plans are created and owned, communication with the customer and internal stakeholders is maintained throughout. Full root cause analysis is carried out following issues or incidents, and the results are shared with customers and the wider bureau.
• A gold standard procedure manual is provided for all customers, and consistent use by all administrators is ensured, with administrators in the team trained to provide 3x coverage across all payrolls.
• Bureau generated errors are kept below 2%.
• Personalised goals are created with each administrator to elevate the…