About the role
Moorepay's operational teams are embarking on a transformation journey to modernise and improve how payroll and HR services are delivered to our clients. This role Lead will play a pivotal role in this journey by ensuring the operations teams can provide our customers a fantastic service by leveraging our Zendesk Instance.
They will interface with key SMEs for all teams that use Zendesk within our operations including but not limited to HR Software, Client Experience, Payroll Operations & HR Services.
The individual will also need to drive cultural change towards a more structured way of managing customer issues and be able to articulate consistently and confidently what best practice looks like and illustrate the benefits of its adoption.
This is a full time, permanent role working on a hybrid basis with 3 days per week in either our Swinton or Birmingham office.
Responsibilities
* Assess the viability of new requests and provide proposals and solutions to the business that meet business requirements, align with operations strategy and maximise reuse opportunities.
* Ability to set up and maintain triggers, automations, views and dynamic forms.
* Support, implement and/or optimize the following channels – Messaging, email, automations, omnichannel and analytics.
* Support internal users with general queries and support requests.
* Train out new and existing processes for Zendesk to wider business.
* Support new process and feature deployments and internal testing processes.
* Define and build technical project requirements in collaboration with our various teams and stakeholders across the business.
* Create and update Technical Documents when necessary.
* Contribute to and help develop the Zendesk roadmap and business use of Zendesk tools acting as a key SME.
* Identify opportunities to improve the application / streamline activities wherever required and promote / drive innovation in the platform's technologies, processes, and tools.
* Support the communication and delivery of requirements with relevant stakeholders to develop and influence solution direction as appropriate.
* Resolve complex problems or transactions, where expertise is required.
* Prioritize and manage many open support Incidents and Change tickets at one time.
* Support the roll-out of new apps/features.
* Test and evaluate new features/applications.
* Ensuring change management within Zendesk is adhered to.
* Work with business leads to generate dashboards as required.
Skills & experience
* Strong understanding of system integrations such as API usage and data management.
* Zendesk certification.
* Experience in designing and implementing solutions within Zendesk is required.
* Able to work under pressure and demonstrate initiative, enthusiasm, and a rapid learning capability.
* Ability to understand business processes and assist in translating business requirements into application functionality.
* Project and Change management experience.
* Having worked in the payroll/HR industry or a related industry would be advantageous but not essential.
Benefits & culture
Part of the Zellis Group, Moorepay is a team of over 500 friendly professionals across four offices in Swinton (Manchester), Sheffield, Birmingham and Kochi (India). We're passionate about making Moorepay a fantastic place to work for every single one of our colleagues. The average length of service at Moorepay is 12 years, which speaks for itself
To help make Moorepay such a great place to work, we focus on three things in our company culture: mental health support, maintaining a healthy work/life balance, and equal opportunities and inclusion for all.
Here's what you'll gain if you join our team:
* A career packed with opportunity, in a stable and growing company.
* A comprehensive programme of learning and development.
* Competitive base salary.
* 25 days annual leave, with the opportunity to buy more. You'll even get your birthday off as well
* Private medical insurance.
* Life assurance 4x salary.
* Enhanced pension with up to 8.5% employer contributions.
* A huge range of additional flexible benefits across financial & personal wellbeing, lifestyle & leisure.