Senior Support Consultant (Payroll) - WFM

Role Introduction:

The Senior Support Consultant is a customer-focused and technically skilled specialist providing advanced support for our UK payroll SaaS platform. This a key role, handling complex and escalated issues, using in-depth knowledge of UK payroll legislation and software troubleshooting to deliver timely, high-quality resolutions.

The role-holder thrives on solving problems, values customer success and wants to make a meaningful impact on both the support function and the evolution of our platform.

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What You Will Do:

• Provide advanced support for payroll software issues, including troubleshooting and resolving complex technical problems related to UK payroll
• Handle escalated cases within the SaaS service desk, ensuring timely resolution and maintaining high customer satisfaction
• Act as the primary point of contact for customers, delivering clear and effective communication throughout the support process
• Work closely with Product, Customer Experience and Professional Services colleagues to address customer needs, gather feedback, and contribute to continuous improvement of the software
• Develop and maintain comprehensive documentation, including FAQs, troubleshooting guides, and knowledge base articles to empower customers and internal teams
• Stay up-to-date with the latest developments in UK payroll legislation and payroll software features to provide informed support and recommendations

What You Will Have:

• Experience in payroll support or payroll processing, in a senior or escalated-support role
• Uses customer feedback and data to drive continuous improvement; creates an environment in which team members feel a strong sense of ownership and accountability toward creating the best possible customer experience
• Emphasises building and maintaining strong relationships; gives targeted guidance on how to do so; creates and strengthens a wide network to learn early about industry developments and attain significant influence
• Engages diverse groups by communicating in a way that matches each group's preferences; listens carefully and probes beneath the surface to gain richer insight on others' view
• Readily shares own ideas and opinions on controversial topics; is comfortable with open debate and constructive criticism; demonstrates clear conviction in adversity; persists courageously in difficult circumstances
• Strengthens alignment and coordination between own work and others', providing well-sequenced activities and exact time frames. Foresees and resolves many potential bottlenecks and delays
• Is an early adopter of new technologies, technical skills, and capabilities that improve performance; regularly experiments with and leverages technologies and tools to substantially improve performance

What We Do For You:

• Annual Leave – 25 days of annual leave, plus public holidays and the ability to buy additional days
• Employee Assistance Programme – Free advice, support, and confidential counselling available 24/7 through Care First
• Endometriosis Friendly Employer - We are proud to confirm our commitment to developing an environment and culture that allows those with endometriosis to thrive in the workplace

• Development Programmes – From Future Managers to Leadership Training, our development programmes help you get where you need to go
• Performance Bonus – Our Group-wide bonus scheme enables you to reap the rewards of your success

• Pension Scheme – Our plan with Scottish Widows offers 5% matched contribution by the company
• Income protection insurance – Providing you with support and assistance when you need it most
• Discounted Parking - We have partnered with QPark to provide an exclusive discounted rate for OneAdvanced employee's when purchasing a digital season tickets

• Performance & Talent – Our own technology platform that allows you to get real-time feedback, conversations and goals to help you become your best self

• MatchIt! – Fundraise for a cause close to your heart and Advanced will match part of the funding
• Volunteering Time – Our volunteering leave scheme allows you to use your time to help those who need it
• Pennies from Heaven – donate the pennies from your pay check to help make a difference without lifting a finger