nMoorepay is a division of Zellis Limited, who service small to medium sized businesses in Payroll and HR Services, across the UK and Republic of Ireland. We've been supporting clients since 1966 and today we produce millions of payslips every year and offer round-the-clock professional advice. Thousands of organisations rely on our experience and expertise to make sure their Payroll, HR and Compliance needs are met on time, every time.
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nIn this role you will report to the Team Manager, providing 1st line support to clients with application related queries and issues. You will be communicating with clients, helping them use Moorepay systems. You will help improve the product by raising bugs and new functionality requirements, as well as user acceptance testing new releases. You will be a subject matter expert on our applications and focused on service delivery to provide a great client experience.
n- Working in a team alongside other Customer Support Advisors to ensure clients payrolls are managed timely, accurately, and securely
n- To own, take responsibility and be accountable for the client journey, always ensuring service excellencen
- Answering client queries about the Moorepay systems (CurrentGen and NextGen) via email and telephone within service level agreements, striving for client advocacy and first contact resolution
n- Liaising with internal stakeholders, within operations, sales, client success, marketing and tech, to help manage a client's payrolln
- Use the CRM to record details of all client interactions
n- Complete all set tasks accurately and efficiently, adhering to deadlines, instructions, policies and procedures and training as appropriate
n- Raising system bugs and improvement ideas with technical support
n- Escalate issues to Senior Customer Support Advisor (where appropriate) with sufficient technical detail to maximise the potential for a quick resolutionn
- Escalate outstanding issues according to specified procedures to, Senior Customer Support Advisors, Line Managers etc or other departments
n- Complete own quality checks thoroughly using documentation checklists.n
- To contribute to team efforts, team meetings etc.
n - To provide high-quality, back-end support to the Service Delivery Teams. This includes low complexity cases where investigation is needed, e.g. payroll error.
n- Help customers understand how best to use their Moorepay Software to support their business needs
n- Update internal and external customers on bug fixes and new features to create a great client experience
n- Keep up to date with technology trends, product enhancements, industry developments and HR legislation.
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Desirable Skills:
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n- You should have at least 1 years of customer service experience, particularly with international clients, especially in voice processes.
n- You have excellent communication skills both written and verbal
n- The role requires flexibility to work UK shifts (Monday to Friday) and extend hours based on business needs.
n- You must be Graduate/ 3-year diploma holder
n- You will have experience of working with applications
n - You are an analytical & Logical thinker with an innovative approach to problem solving
n- You can work to deadlines with appropriate prioritisation
n- You can take ownership of decision making when required
n- You are comfortable working with others, building effective working relationships with clients and colleagues
n - You embrace change as technology, products and services evolve.
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At Zellis we create market-leading HR & Payroll products and services, to power exceptional employee experiences so that you and your people do better. Our multi-award-winning products pay over five million employees a year, with almost half (42%) of the FTSE 100, 50% of the top retailers and 30% of the top universities in the UK & Ireland as customers, making us the largest provider of Payroll and HR software and managed services.n
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Our vision is to be the clear leader in pay, reward, analytics, and people experiences. We're passionate about creating an environment where people want to join, belong to, and be part of a progressive organisation. Our values, which were defined with input from all of our 2,000 colleagues, we live and breathe every day:
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Our people are critical to our ongoing success; were proud of our inclusive culture that gives you the platform to grow, challenge the status quo and play a crucial role in further enhancing our market position as the leading provider of HR & Payroll software and services. With Zellis youll have the chance to stretch and challenge yourself in an environment thats varied, flexible and hugely supportive.
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We also love to reward and recognise our brilliant colleagues. As part of your benefits package, youll receive:
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Group medical insurance.
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