UK Payroll Expert

UK Payroll Expert Join us ! 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? If this sounds like a journey you want to embark on, we may have the right role for you! 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 3 main countries (France, Spain, and the UK) where we are supporting over 20,000 clients. Creating a fulfilling work environment and culture is also a core mission at PayFit, and our day-to-day work philosophy is reflected in our four values: Care: We genuinely care for others whoever they are, whatever they think. Excellence: We aim to improve and achieve better results every day. Humility: Staying humble and exchanging transparent feedback helps us to grow and improve. Passion: We are the architects of PayFit's success. A key part of our culture , and essential for our success, is also improving the diversity of our teams and building an inclusive culture where you can be yourself at work. This is why our recruitment focuses on the skills you demonstrate, and not only on your academic background or previous professional experiences. At PayFit we understand that you can gain applicable skills through a variety of life experiences and we are interested in knowing them, too. 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 our clients and internal teams across both self-service and managed service offerings, helping to run accurate payrolls, and elevating payroll knowledge across the organisation. Location The position is based in the United Kingdom , with occasional visits to London office. Your mission As a Payroll Expert, you will play a pivotal role in supporting complex and sensitive payroll cases across our self-service and managed service offerings. You will provide expert guidance on challenging payroll topics, support internal teams with escalated issues, and help ensure payrolls are run accurately and on time through effective reconciliations, investigation, and resolution of discrepancies. You will also support clients directly, particularly on complex payroll matters, contribute to the development of high-quality support content and training materials, and help improve payroll knowledge across the organisation. Through your expertise, you will strengthen customer autonomy, support operational excellence, and contribute to a consistently high-quality payroll experience. Key responsibilities Customer Support and Expertise Resolve expert-categorised and escalated tickets from clients and internal teams, providing detailed and timely resolutions. Support clients using both self-service and internally managed service offerings with complex payroll issues, including journal creation/adjustments, manual overrides of employee variables, payroll discrepancies, and other sensitive topics. Guide internal teams on complex payroll queries and act as a trusted point of contact for managed service support. Participate in pre-payroll reviews or calls as needed to identify and address discrepancies before payroll runs, helping teams meet payroll deadlines and deliver a high-quality customer experience. → You demonstrate exceptional customer service and communication skills. You are a trusted advisor for complex payroll cases, both internally and externally. You create lasting relationships, understand customer needs deeply, and are capable of diffusing tensions with empathy and active listening. You communicate with clarity and pedagogy, both verbally and in writing. Payroll Reconciliations and Delivery Support the accurate and timely running of payroll for both self-service and managed service clients. Perform payroll reconciliations and validation checks, investigate variances, identify discrepancies, and coordinate or implement corrective actions before payroll deadlines. Provide expert support on complex payroll topics raised by internal teams during payroll processing, ensuring issues are understood, appropriately prioritised, and resolved efficiently. Contribute to continuous improvements in payroll processes, controls, and reconciliation practices. → You are rigorous, organised, and delivery-focused. You can manage multiple payroll activities and deadlines while maintaining a high level of accuracy. You are confident in investigating discrepancies, interpreting payroll data, and working collaboratively to resolve issues quickly and effectively. Audit and Validation Provide payroll and benefits audit support for customer accounts, either during onboarding or as an ongoing service. Review payroll data to identify discrepancies, ensure accuracy, and optimise the use of PayFit. Reconcile payroll, benefits, pension, and related information to proactively resolve issues and investigate and correct escalated pension errors. Share findings with clients and internal teams, providing clear recommendations and ensuring that corrective actions are followed through. → You are detail-oriented and analytical. You can audit and validate large datasets, identifying discrepancies and implementing corrections with precision. You are comfortable working with payroll data and reconciliations, and you ensure compliance and accuracy in all activities. Compliance and Product Support Maintain up-to-date knowledge of UK payroll legislation, ensuring compliance in all activities and supporting both clients and internal teams with complex compliance-related questions. Collaborate with the Product team before releases to ensure all client-facing documentation, payroll processes, and support guidance are accurate and of the highest standard. Act as the voice of the customer and internal payroll teams by providing detailed feedback on payroll functionalities, operational requirements, and compliance needs. → You are proactive and collaborative. You anticipate changes in legislation, stay current with compliance requirements, and work cross-functionally to improve products and processes. You master PayFit's features and can connect them to customer and operational payroll needs. Training, Content & AI Enablement Create, maintain, and continuously improve internal training materials and knowledge content, such as Mayday and 360 Learning, to support team development and operational excellence. Lead or contribute to internal training sessions, supporting the upskilling of teams involved in self-service and managed service payroll delivery. Regularly audit and optimise content to ensure accuracy, clarity, and effectiveness, including reviewing materials to improve AI-driven support and guidance tools. → You take ownership of knowledge development. You create high-quality content, deliver engaging training, and continuously improve materials based on feedback and evolving needs. You understand how to leverage AI tools to enhance support quality, operational efficiency, and payroll expertise. Incident Management Detect, escalate, and assist in resolving incidents related to payroll errors, reconciliation discrepancies, data issues, or risks to payroll deadlines. Partner with the Manager of Payroll Expertise and relevant internal teams to investigate root causes, implement corrective actions, and ensure timely and accurate communication to affected clients and stakeholders. Contribute to post-incident reviews and help identify improvements to prevent similar issues in the future. → You demonstrate resilience and adaptability. You remain composed under pressure, manage complex situations effectively, and can navigate ambiguity while maintaining attention to detail. You understand the importance of payroll deadlines and take ownership of issues through to resolution. This role is for you if... You have 5+ years of experience in payroll management , with a strong understanding of UK payroll legislation, compliance, and pension processes: familiarity with journals and manual payroll adjustments is essential. You have a solid track record in handling complex and escalated payroll queries , including audit, reconciliation, and compliance checks, and 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 (Confident level) to optimise your efficiency, maintain prompt libraries, and improve knowledge resources. Interview process : 1. Interview with a recruiter - 45' 2. Interview with the hiring manager, Akash, and Payroll Expert, Larissa - 60' 3. Presentation & Practical Customer Scenario with Akash Kapoor, Manager / Chloe Pease– 60' 👉 Background Check (ISO27001 certification): identity, diploma, and past professional experiences will be checked after the offer. What we offer Flexibility : We believe it is key to producing your best work and being fulfilled. We therefore offer the possibility to live and/or work away from our main offices, within the UK; as well as abroad for a defined period. Further requirements may apply depending on the role and your overall experience. Learning & Development : At PayFit, we offer a comprehensive learning platform that enables you to acquire new skills daily, supported by our company. Career Development : We want you to progress and be free to choose which direction you want to grow. There are also opportunities for internal moves. Health promotion : Private medical insurance with Vitality, with various options. Meals : Weekly Deliveroo credit to spend on meals of your choice. Fortnightly fruit and vegetable packages delivered to your house (to help you get your 5 a day!) thanks to a partnership with Oddbox. Public transportation : 50% of your travel cost to the office up to £100 a month is covered by us. Home office budget : Yearly work-from-home budget to help you get set up in the best conditions. A MacBook as our standard working tool. Parental support program : 16 weeks of maternity leave supported by PayFit at 100% and 4 additional weeks of leave for the co-parent at 100%. Time off : 25 days of paid holidays per year in addition to public holidays. Disability Inclusion: All of our positions are open to any person living with a disability. To guarantee equal treatment and opportunities, we will take, based on individual needs, appropriate measures to adapt the work conditions of PayFiters with disabilities, and if needed also during the recruitment process. Please let us know what you need and we will do our best to accommodate! Department Customer Service Role Payroll Expert Locations London Remote status Hybrid Employment type Full-time