Customer Experience Specialist - Payroll

Customer Experience Specialist - Payroll

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Direct message the job poster from HiBob

Talent Acquisition @ HiBob | Talk nerdy to me | DE&I Advocate

Job Description

About Us

HiBob helps modern, mid-size businesses transform the way they manage people, giving HR and managers all they need to connect, engage, develop, and retain top talent. Since 2015, we’ve achieved consecutive triple-digit year-over-year growth, all backed by our amazing team of Bobbers from across the globe, making us the choice HRIS of over 3500 midsize and multinational companies.

Our HR platform is intuitive, data-driven, and built for the way people work today : globally, remotely, and collaboratively. Fast-growing companies across the globe such as Airtasker, Go Cardless, Fiverr, and VaynerMedia rely upon Bob to help them create the best work experiences for their people.

Come and be you with us

Being a Bobber is all about being you. We want you to bring all parts of yourself to work, giving you the freedom and confidence to be the best you and do your best work. If that’s bubbly, shy, precise, funny, bold, kind, honest, brilliant, or anything in between, we’re waiting with open arms. Come join us.

Our team is growing as our customer base is expanding fast. We are looking to hire an enthusiastic Customer Support Specialist within our Payroll team to be the first line of support for customers with complex UK payroll related queries or issues. Our goal is to delight our customers and provide an amazing experience to every customer during their interactions and ensure our customers feel supported to make the correct decisions during their payroll cycle. We are proud to say that we already have a world-class support function and we’re looking for a candidate who can provide a meaningful contribution and ensure its continued success.

Who are you?

We're in search of a dynamic, proactive individual with exceptional communication skills, eager to embark on a promising career at a rapidly growing startup. Are you a highly motivated self-starter, known for your initiative and creative problem-solving abilities? Do you thrive on unraveling the mysteries behind technical challenges, diving deep to pinpoint root causes? Is helping customers navigate complex issues your passion? Do you excel in explaining intricate technical configurations to clients?If this resonates with you, the role of a HiBob Customer Experience Specialist might be your ideal opportunity! Job Requirements RequirementsRequirements are often considered a measure of how equipped you are to do the job, but sometimes, they aren’t the only factor. If you don’t have nearly enough experience or not all the skills, we’d still like to hear from you. This could be the perfect fit for you and us.

You have solid UK payroll experience — bonus points for experience dealing with Share Payments, FPS, and Pensions

You have experience in providing best in class payroll and product support

Proficient English speaker and your (written and verbal) grammar is impeccable

You enjoy working with figures and have experience with complex reconciliations

You have run multiple payrolls so you know what looks right and can spot anomalies

• Ability to communicate complex concepts in a fluent, clear, and professional manner.
• Demonstrated ability to work in a dynamic fast-paced environment

Advantages :

Experience working in Payroll Bureau

Experience onboarding customers into a new payroll platform / service

Job Responsibilities What will you do?

As a Customer Experience Specialist within our payroll function, your role will involve becoming an expert in UK payroll, providing in-depth guidance and technical support to our customers. You will serve as a vital link between HiBob and our customers, addressing their technical inquiries, resolving issues, identifying unexpected system behaviour, addressing bugs, and ensuring their overall satisfaction in using the platform.

Your responsibilities will include investigating complex payroll issues and service problems, responding to technical queries through various communication channels, and sharing your knowledge both within the organization and with our valued customers. Your expertise and dedication will be crucial in delivering exceptional customer experiences with HiBob's products and services. During Onboarding, you will manage the process for new customers joining HiBob Payroll UK, helping build out the platform to their needs and also gather all their data to support retrospective and parallel runs so they get to value impact as soon as possible.

You will be the first line of support for our customers, ensuring their payroll related queries are resolved quickly and efficiently

You will work with our customers to unpick complex issues, including HMRC reconciliations, journal support, legislative guidance, and failed FPS / Pension submissions

Conduct thorough troubleshooting and investigation of issues reported by customers, aiming for efficient problem resolution

Effectively escalate complex cases when necessary, collaborating with different teams and sites as required. Maintain clear communication with customers regarding the progress and status of their cases

Your number one priority will be to make sure our customers are compliant, so keeping your knowledge of current statutory legislation is a must

Identify opportunities to create and update Help Center and Community content to enhance support for both customers and internal teams

You will use your awesome communication skills and payroll experience across multiple channels to educate new and existing customers on system adoption

You will support new customers with building integrations of HMRC and HRIS into HiBob Payroll UK making sure that everything is working as it should be

You will support customers who have additional support needs outside the platform (Payroll Ops)

Meet personal KPIs and actively contribute to team KPIs, ensuring the delivery of high-quality support services.

Job Benefits

HiBob is a village filled with amazing people and we’re especially proud of that. It’s a place where Bobbers can be themselves. We’re about fun, dreams, hopes and ambition, just as much as we are about precision, growth, and top performance. Becoming a Bobber means you’ll receive competitive compensation, benefits, and pre-IPO equity alongside all of this :

If this sounds like something you’ve been looking for, we’d love to have you. Come on, join our village!

BELONGING AT HIBOB

Our success depends on our people, and we want HiBob to be a workplace where everyone can feel a sense of belonging and thrive, so we’re committed to being proactive at all levels so that our workforce reflects the communities in which we live, work, and hire.

We are open to all talent. All qualified applicants will receive equal consideration for employment without regard to neurodiversity, race / ethnicity, colour, national origin, religion, gender, pregnancy, marital status, sexual orientation, gender identity / expression, age, disability, genetic information, military service, covered / protected veteran status or any other federal, state or local protected class

Please contact us if you’d like to discuss any adjustments to our process which might help you demonstrate your strengths and capabilities. We want you to bring the best of you. You can email hiring@hibob.io or speak to the recruiter when they arrange a call with you.

We will ask you to share some voluntary personal information as you apply. We want to have an opportunity to consider a diverse pool of qualified candidates. This information will assist us in meeting that objective and in understanding how well we are doing against our inclusion and diversity ambitions. Please take a few moments to complete it. Hiring Managers do not have access to this information, and we will treat your information confidentially.

Seniority level

Seniority level

Entry level

Employment type

Employment type

Full-time

Job function

Job function

Customer Service, Human Resources, and Information Technology

Industries

Human Resources Services and IT Services and IT Consulting

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