Overview
Get to know us PayFit is an intuitive cloud-based payroll and employee management solution designed specifically for SMBs. Since 2015, we have set ourselves a mission to simplify payroll for SMBs and enable employers and employees to grow together. We are a European company operating from France, Spain, and the UK with over 20,000 clients. Creating a fulfilling work environment and culture is a core mission at PayFit, reflected in our values: Care, Excellence, Humility, and Passion. We are building an inclusive culture where you can be yourself at work.
The Payroll Expert role is part of the PayFit UK Customer Service payroll team. This is a role focused on complex UK payroll cases, training teams, and elevating payroll knowledge across the organisation. 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 support content and training materials. You will review and enhance payroll knowledge integrated into tools such as AI systems and internal training resources to elevate team expertise and improve customer autonomy.
Key Responsibilities
* Customer Support and Expertise
Resolve expert-categorised and escalated tickets, providing detailed and timely resolutions. Assist clients with complex payroll issues, including journal adjustments and manual overrides of employee variables. Conduct pre-payroll calls when necessary to identify and address discrepancies in advance of payroll runs, and support smooth processing for Premium clients. Act as the primary point of contact for managed service queries, ensuring a high-quality customer experience.
* You demonstrate exceptional customer service and communication skills. You are the trusted advisor for our most complex payroll cases. You create lasting relationships, understand customer needs deeply, and are capable of diffusing tensions with empathy and active listening. You communicate with clarity in writing and verbally.
* Audit and Validation
Provide a payroll and benefits audit service for customer accounts during onboarding or as an ongoing service, reviewing data to identify discrepancies, ensure accuracy, and optimize the use of PayFit. Reconcile payroll and benefits information to proactively resolve issues and investigate and correct escalated pension errors.
* Compliance and Product Support
Maintain up-to-date knowledge of UK payroll legislation, ensuring compliance in all activities. Collaborate with the Product team before releases to ensure client-facing documentation is accurate and high standard. Act as the voice of the customer by providing detailed feedback on payroll functionalities and compliance needs.
* Training, Content & AI Enablement
Create, maintain, and continuously improve internal training materials and knowledge content to support team development. Lead or contribute to internal training sessions and regularly audit content to ensure accuracy, clarity, and effectiveness, including materials to improve AI-driven support and guidance tools.
* Incident Management
Detect, escalate, and assist in resolving incidents related to payroll errors or data issues. Partner with the Manager of Payroll Expertise to implement corrective actions and ensure timely communication to affected stakeholders.
Qualifications
* You have 5+ years of experience in payroll management with strong knowledge of UK payroll legislation, compliance, and pension processes; familiarity with journals and manual payroll adjustments is essential.
* You have a solid track record handling complex and escalated payroll queries, including audit, reconciliation, and compliance checks, and you are comfortable supporting 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: you can identify discrepancies, analyse root causes, and implement effective solutions while maintaining accuracy and compliance.
* You are proactive and customer-centric: you anticipate needs, detect risks early, remain calm under pressure, and adapt to varied customer profiles and situations.
* You are native/bilingual in English (essential for customer communication and content creation).
* You explore and adopt AI tools to optimise efficiency and improve knowledge resources.
Interview process
* Interview with a recruiter – 45 minutes
* Interview with the hiring manager and Payroll Expert, Akash and Larissa – 60 minutes
* Presentation & Practical Customer Scenario with the hiring manager and Head of Customer Success UK, Akash and Natalia – 60 minutes
What We Offer
* Flexibility: the possibility to live and/or work away from our main offices within the UK, and abroad for a defined period. Additional requirements may apply depending on role and experience.
* Learning & Development: a comprehensive learning platform supported by the company.
* Career Development: opportunities for internal moves and progression.
* Health promotion: private medical insurance with Vitality and options.
* Meals: weekly Deliveroo credit and regular produce deliveries through Oddbox.
* Public transportation: 50% of travel cost to the office up to £100/month.
* Home office budget: yearly budget and a MacBook as standard equipment.
* Parental support: 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 open to people living with a disability with accommodations available as needed.
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