Payroll Support Advisor

Norfolk St, Sheffield City Centre, Sheffield S1 2JE, UK

Posted Tuesday 14 April 2026 at 05:00

Job Title: Payroll Support Advisor

Department: Operations

Location: Sheffield

Working Pattern: Hybrid, includes 3 days each week in the office

Contact Type: Full time, permanent

Providing payroll support to our customers via all channels including email, phone and webchat. Be inspired and challenged as part of our best-in class support team, with great opportunities for you to explore, all located in our friendly offices in Sheffield.

• Effectively handle, manage, resolve, and log payroll customer contacts received through a range of customer support channels in a timely and professional manner
• Liaise with other internal and external partners to ensure issues are resolved and ensure a smooth transaction for our customers
• Take ownership, managing, investigating, resolving, and logging customer contacts and enquiries
• Meet all SLAs for payroll subscriptions customers, and be willing to work as deemed necessary to ensure all SLAs are met in line with company policies
• Provide technical support and assistance to customers throughout their contract lifetime
• Optimise customer satisfaction and meet defined quality standards for contact handling and associated administration
• Work effectively as a team and autonomously
• Support customers with help requests, technical issues, complaints, suggestions, and praise received through a range of customer support channels
• Be able to communicate effectively and listen to a customer's specific situation and needs
• Have strong, up to date payroll and product knowledge across the Tes brands to advise and add value to customers experience and encourage engagement
• Follow escalation procedures for technical payroll and product development issues, liaising with internal and external partners
• Assist other areas of the Operations department when necessary due to demand
• Weekend work may be required on an adhoc basis during peak seasonal times which will be provided back as time in lieu

Experience:

• Previous Payroll customer service experience preferable but not essential
• Preferable but not essential, have a professional payroll qualification (Chartered Institute of Payroll Professionals or similar.)
• The ability to solve difficult or unexpected problems
• Technical skills required with an aptitude in using software products of varying complexity
• Ability to plan and carry out work on your own or as part of the team
• Decision-making and bringing innovation to problem solving
• Helpful and positive attitude in a busy environment
• Able to project a respectable and professional image
• Ability to maintain a calm approach and work effectively under pressure
• Communicates clearly and confidently, both verbally and in writing

Knowledge:

• Technical skills required with an aptitude for using software products of varying complexity

Skills:

• Ability to plan and carry out work on your own or as part of a team
• Decision-making and bringing innovation to problem solving
• Helpful and positive attitude in a busy environment
• Able to project a respectable and professional image
• Ability to maintain a calm approach and work effectively under pressure
• Communicates clearly and confidently, both verbally and in writing