Payroll Service Team Leader

Payroll Service Team Leader

Location: Weybridge, KT13 0SL
Hours of work: 37.5
Contract Type: Permanent

Our client, a leading provider of facilities services in the UK, is seeking a Payroll Service Team Leader to oversee the day-to-day delivery of the Payroll Service function, ensuring a high-quality, timely and accurate support service.

This role will act as a subject matter expert and escalation point for complex payroll queries while supporting the delivery of an exceptional employee experience.

Job Description

The successful candidate will lead the Payroll Service Team, ensuring workloads are effectively managed, service standards are maintained, and team members are coached and developed to deliver an efficient and customer-focused service. The role also requires close collaboration with Payroll, P&C and business stakeholders to identify opportunities for continuous improvement and resolve complex issues.

We are looking for an experienced payroll professional with strong leadership capabilities to coach and develop the wider Payroll Service Team, manage workloads and service levels, and build effective relationships with Payroll, P&C and wider business stakeholders.

Key Responsibilities

• Lead the day-to-day activities of the Payroll Service Team, ensuring workloads are effectively managed.
• Ensure service levels, KPIs and SLAs are achieved and maintained.
• Act as the escalation point for complex, sensitive or unresolved payroll queries.
• Manage, coach and develop Payroll Service Advisors through regular feedback and training.
• Monitor team performance, quality and productivity.
• Analyse service data, query trends and customer feedback to identify improvement opportunities.
• Investigate root causes of recurring issues and support service improvements.
• Build and maintain strong relationships with Payroll, P&C and wider business stakeholders.

Person Specification

• Demonstrable payroll and customer service experience.
• Previous team leadership, coaching, mentoring or supervisory experience.
• Strong understanding of UK payroll legislation and payroll processes.
• Proven ability to manage competing priorities and meet deadlines.
• Excellent stakeholder management and communication skills.
• Strong problem-solving, organisational and decision-making skills.