Norfolk St, Sheffield City Centre, Sheffield S1 2JE, UK
Job Description
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
Role overview:
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.
Key Responsibilities:
* 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
What will you need to succeed?
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
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