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? PayFit is a cloud-based payroll and employee management solution designed for SMBs. Since 2015, we have aimed to simplify payroll for SMBs and enable employers and employees to grow together. We operate from France, Spain, and the UK with over 20,000 clients.
Our four values guide our culture: Care, Excellence, Humility, and Passion. We are focused on diversity and inclusion, and recruitment prioritizes demonstrated skills.
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 customers, training 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 support our most complex and sensitive customer cases, serving as a subject matter expert for UK payroll. You will handle escalated queries, provide expert guidance on challenging payroll topics, and contribute to high-quality training materials and content. You will also review and enhance payroll knowledge integrated into tools such as AI systems and internal resources to elevate team expertise and improve customer autonomy.
Key responsibilities
* Customer Support and Expertise: Resolve expert-categorised and escalated tickets with detailed, timely resolutions. Assist clients with complex payroll issues (e.g., journal adjustments and manual overrides). Conduct pre-payroll calls to identify discrepancies before payroll runs and support Premium clients. Act as the primary contact for managed service queries and ensure a high-quality customer experience.
* Audit and Validation: Provide payroll and benefits audit services during onboarding or as ongoing support. Review data to identify discrepancies, ensure accuracy, reconcile payroll and benefits information, and investigate pension errors.
* Compliance and Product Support: Maintain up-to-date knowledge of UK payroll legislation, ensure compliance in all activities, and collaborate with Product to ensure client-facing documentation is accurate. Provide feedback on payroll functionalities and compliance needs.
* Training, Content & AI Enablement: Create and maintain internal training materials and knowledge content. Lead or contribute to training sessions and audit content to ensure accuracy and effectiveness, including AI-driven support tools.
* Incident Management: Detect, escalate, and assist in resolving payroll or data issues. Work with the Manager of Payroll Expertise to implement corrective actions and communicate with stakeholders.
This role is for you if...
* You have 5+ years of experience in payroll management with strong knowledge of UK payroll legislation, compliance, and pension processes, including familiarity with journals and manual adjustments.
* You have a solid track record in handling complex and escalated payroll queries, including audit, reconciliation, and compliance checks, and you support 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 to identify discrepancies, analyze root causes, and implement solutions while maintaining accuracy and compliance.
* You are proactive and customer-centric, anticipating needs, detecting risks early, staying calm under pressure, and adapting to varied customer profiles.
* You are native/bilingual in English (essential for communication and content creation).
* You explore and adopt AI tools to optimize efficiency and improve knowledge resources.
Interview process
1. Interview with a recruiter – 45'
2. Interview with the hiring manager and Payroll Expert – 60'
3. Presentation & Practical Customer Scenario with the hiring manager and Head of Customer Success UK – 60'
What we offer
* Flexibility: Options to live and/or work away from main offices within the UK, and abroad for defined periods. Further requirements may apply depending on role and experience.
* Learning & Development: A comprehensive learning platform to acquire new skills daily.
* Career Development: Opportunities for progression and internal moves.
* Health promotion: Private medical insurance with Vitality and options.
* Meals: Weekly Deliveroo credit and occasional healthy food packages.
* Public transportation: 50% of travel costs to the office up to £100/month.
* Home office budget: Yearly budget and a MacBook as standard equipment.
* Parental support program: 16 weeks of maternity leave at 100% and 4 additional weeks for co-parent at 100%.
* Time off: 25 days of paid holidays per year plus public holidays.
Disability Inclusion: All positions are open to people with disabilities. We will provide accommodations as needed during recruitment and at work.
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