What we do

Part of the Zellis Group, Moorepay is a team with one important mission: making payroll &amp; HR easy. How do we do it? We provide easy software and quality services to thousands of UK businesses. Whether you want to take care of payroll &amp; HR in-house, or outsource it to us &ndash; we&rsquo;ve got you covered. And most importantly of all, we take the stress out of compliance and we make it worry-free.
Established in 1966, we&rsquo;re accredited and recognised by everyone who&rsquo;s anyone, from the CIPP&rsquo;s Payroll Assurance Scheme, to HMRC. Our people are highly experienced, qualified up to the eyeballs, and passionate about what they do. Rated &lsquo;Excellent&rsquo; on Trustpilot (thank you happy customers) you can trust us to take care of your people and their pay.

Who you'll work with

Moorepay is a team of over 500 friendly professionals across four offices in Swinton (Manchester), Sheffield, Farnborough and Kochi (India). We&rsquo;re passionate about making Moorepay a fantastic place to work for every single one of our colleagues. The average length of service at Moorepay is 12 years, which speaks for itself!
To help make Moorepay such a great place to work, we focus on three things in our company culture: mental health support, maintaining a healthy work/life balance, and equal opportunities and inclusion for all.

What you'll get

External links

About the role Working within the Payroll Manager Service team, you'll be responsible for supporting our clients with their day-to-day payroll tasks, providing them with the payroll expertise that they may not have in-house, and ensuring that their payrolls run efficiently and accurately. You'll assist both the clients and the employee users with payroll and systems queries, and should also be seen as a subject matter expert for this across the wider business. You'll be focused on service delivery and providing a great client experience. Key responsibilities include: Managing an strategic group of clients, ensuring their payrolls are fulfilled timely, accurately and securely. Building close working relationships with both the clients and the team. Answering client queries about their Payroll or Moorepay systems via email and telephone, within service level agreements, striving for client advocacy and first contact resolution. Owning and taking responsibility for the client journey, always ensuring service excellence. Helping clients understand how best to use their Moorepay Software to supporttheir business needs. Sharing knowledge and expertise with onshore and offshore colleagues, striving for a consistent client experience. Managing customers to control quality and format of client input and reduce delays in processing. Reviewing client processes to identify inefficiencies and suggest improvements. Working with the Implementation team to proactively manage customer onboarding, through first run into the live environment. Meeting departmental and service delivery KPIs and quality standards for the team. Reviewing and acting upon all customer feedback; acting as a primary point of escalation for the client and making/executing recommendations for improvement. Taking ownership of service improvement initiatives driven out of the Moorepay customer satisfaction surveys. Liaising with internal stakeholders, within Operations, Sales, Client Success, Marketing and Technology, to help manage client payrolls. Using the CRM to record details of all client interactions. Documenting all client specific processing instructions and ensuring these are reviewed and updated regularly. Completing all set tasks accurately and efficiently, adhering to deadlines, instructions, policies and procedures and training as appropriate. Conducting account client reviews. Investigating all errors or issues to ensure that the client is provided with a full RCA and solid preventatives are put in place. Raising system bugs and improvement ideas with technical support. Working closely with payroll processors (based in Kochi, India). Sharing ideas to help improve processes. Keeping up-to-date with payroll trends, product enhancements, industry developments and HR legislation. Skills &amp; experience CIPP qualified (or equivalent), or relevant experience working at that level. Proven ability in building positive customer relationships. Excellent interpersonal and communication skills. Moorepay HR expertise or alternate platforms (desirable). Experience of operating within an outsourced payroll service provider (desirable). Experience in managing large transition projects (desirable). Eager to learn and develop. Great coaching and mentoring skills. Highly organised and methodical in your approach. Benefits &amp; culture Part of the Zellis Group, Moorepay is a team of over 500 friendly professionals across four offices in Swinton (Manchester), Sheffield, Farnborough and Kochi (India). We’re passionate about making Moorepay a fantastic place to work for every single one of our colleagues. The average length of service at Moorepay is 12 years, which speaks for itself! To help make Moorepay such a great place to work, we focus on three things in our company culture: mental health support, maintaining a healthy work/life balance, and equal opportunities and inclusion for all. Here’s what you’ll gain if you join our team: A career packed with opportunity, in a stable and growing company. A comprehensive programme of learning and development. Competitive base salary. 25 days annual leave, with the opportunity to buy more. You’ll even get your birthday off as well! Private medical insurance. Life assurance 4x salary. Enhanced pension with up to 8.5% employer contributions. A huge range of additional flexible benefits across financial &amp; personal wellbeing, lifestyle &amp; leisure.

Payroll Manager

About the role A new function in our Moorepay business, our Customer Success Managers (CSMs) will play a critical role in the ongoing management and health of our customers. As a CSM your focus will be on ensuring that our customers are successful and delighted throughout their journey with Moorepay, and that they ultimately become advocates of our services. You'll work across a wide range of our customers ensuring that we're helping them to achieve their business outcomes, understanding where their existing software and service features can help them (alongside promoting new features), supporting customer campaigns for value-add services, and creating customer advocates of everything that Moorepay offers. By operating as a trusted advisor and customer advocate you'll represent the 'Voice of the Customer’ to the internal organisation to ensure their needs are fed back to the relevant teams in the spirit of continuous improvement and ensuring success. In addition, you'll support in the development and execution of our brand NPS activities, our 'Voice of the Customer’ programme, participate in product development / enhancement forums, drive improvements in overall customer health across our organisation, and help drive an exemplary level of customer experience. You'll report to the Head of Customer Success &amp; Strategic Accounts, working alongside a wide variety of our customer facing teams. This role will work on a hybrid basis from our Swinton office 3 days per week, with occasional visits to customer locations and our Central Birmingham office. In this role your key responsibilities will include: Proactive outreach and regular meetings with your customers, including face-to-face, on-site meetings on a regular basis. Ensuring fantastic relationships are in place across your nominated customer accounts. Developing a wide range of stakeholder relationships within the customer accounts you're responsible for and across the Moorepay business. Leading quarterly business reviews with your key customers, focused on business outcomes and value. Acting as the 'Voice of the Customer,' representing customer sentiment and ensuring internal alignment in delivering business value and objectives. Improving product adoption through identification of gaps, discussion, and coaching, and ensuring the right collateral and enablement is provided to the customer. Proactively managing your account list and reporting on customer health to senior stakeholders within Moorepay, for your customers and in support of the broader customer base. Creating and driving customer success improvement plans where value is not being achieved. Identifying and nurturing areas for cross-sell and up-sell, to provide additional value within the customer account. Promoting customer reference and advocacy activities through relationship building and ensuring our customers are receiving a fantastic service from Moorepay. Active involvement in customer surveys (e.g. Brand and transactional NPS), with appropriate management and customer follow up. Supporting the overall cultural change programme to include tone of voice, hearts and minds, voice of the customer, and putting the Customer at the heart of the business through the interactions we have across customer success and service delivery. Skills &amp; experience Previous experience working as a Customer Success Manager in a similar SMB-scaled delivery model. A strong customer-first attitude and experience of customer relationship management. A strong communicator at all levels, from operational through to C-level, with ability to develop robust and enduring relationship that sustain confidence from customers. Strong presentation skills and the ability to present to a wide audience at all levels, including senior teams both internally and externally. Effective stakeholder management, both internal and external. Experience efficiently managing customer complaints and escalations. A results-driven individual who is commercially astute and has the ability to have discussions focused on business value. Capable of working under pressure and to measurable KPIs. Proven commercial acumen and ability to generate opportunities for our account management teams. Ability to act on challenges and create forward-looking plans where value is currently not being achieved for the customer. The gravitas, charisma, and knowledge to be credible in all business situations. Action-oriented and collaborative team player, with the ability to stay calm under pressure. Benefits &amp; culture Part of the Zellis Group, Moorepay is a team of over 500 friendly professionals across four offices in Swinton (Manchester), Sheffield, Farnborough and Kochi (India). We’re passionate about making Moorepay a fantastic place to work for every single one of our colleagues. The average length of service at Moorepay is 12 years, which speaks for itself! To help make Moorepay such a great place to work, we focus on three things in our company culture: mental health support, maintaining a healthy work/life balance, and equal opportunities and inclusion for all. Here’s what you’ll gain if you join our team: A career packed with opportunity, in a stable and growing company. A comprehensive programme of learning and development. Competitive base salary. 25 days annual leave, with the opportunity to buy more. You’ll even get your birthday off as well! Private medical insurance. Life assurance 4x salary. Enhanced pension with up to 8.5% employer contributions. A huge range of additional flexible benefits across financial &amp; personal wellbeing, lifestyle &amp; leisure.

Customer Success Manager - Desk Based

About the role As Finance Business Analyst for Moorepay, your role will be to support the day-to-day finance activities and play a key role in the production of the monthly management accounts, as well as support budget and forecasting cycles and monthly reporting. This will include ensuring transactions are recorded correctly in the accounts system, bank reconciliations, billing, and dealing with general enquiries and supporting credit control. Key responsibilities in the role will include: Supporting with the production of the monthly management accounts and KPI pack, including commentary and analysing key variances. Overseeing, updating and maintaining the billing system to facilitate invoice, credit note and cash transactions. Supporting Credit Control team in India with any customer disputes, gathering deeper understanding of any disputes for decision making with senior management. Monthly reconciliation of Chargebee billing system to NetSuite, to ensure all billing between the platforms is in sync and nothing has been missed. Monthly reconciliation of third-party suppliers against revenue to ensure all passthrough costs are being billed to customers. Owning the daily bank reconciliation on the accounts system and updating of cash flow model for the HSBC bank account. Owning monthly revenue analysis and reconciliation for Moorepay Ireland, ensuring revenue split is reported correctly across recurring and one-off, and providing analysis on key variances versus budget and forecast including reconciling starts and losses to revenue. Supporting the Management Accountant and Finance Business Partner with year-end audit, including pulling revenue samples for audit testing. Support budget, forecasting and five-year plan (5YP) activities. Supporting the Commercial Admin team with contract checking during peak times. Supporting Management Accountant and Finance Business Partner with month-end reporting requirements. Overseeing the creation and collection of customer direct debits. Overseeing day-to-day accounts queries and email. Supporting business projects with financial insight and analysis. Skills &amp; experience Part-qualified or studying towards ACA/ACCA/CIMA qualification. Exceptional communication skills: written, verbal and active listening - ability to clearly articulate messages to a variety of audiences. Flexible and adaptable; able to work in ambiguous situations. Experience of operating in a rapidly changing environment. Enthusiastic and agile with the ability to hit the ground running. Strong academic record and numerically competent. Strong analytical skills and experience of reporting on both operational and financial data. Ability to prioritise, manage time effectively, escalate issues appropriately. Benefits &amp; culture Part of the Zellis Group, Moorepay is a team of over 500 friendly professionals across four offices in Swinton (Manchester), Sheffield, Farnborough and Kochi (India). We’re passionate about making Moorepay a fantastic place to work for every single one of our colleagues. The average length of service at Moorepay is 12 years, which speaks for itself! To help make Moorepay such a great place to work, we focus on three things in our company culture: mental health support, maintaining a healthy work/life balance, and equal opportunities and inclusion for all. Here’s what you’ll gain if you join our team: A career packed with opportunity, in a stable and growing company. A comprehensive programme of learning and development. Competitive base salary. 25 days annual leave, with the opportunity to buy more. You’ll even get your birthday off as well! Private medical insurance. Life assurance 4x salary. Enhanced pension with up to 8.5% employer contributions. A huge range of additional flexible benefits across financial &amp; personal wellbeing, lifestyle &amp; leisure.

Finance Business Analyst

About the role The Knowledgebase Content Creator is a critical member of our Business Services team, whose main purpose is helping our customers and colleagues get the best out of our products and services. A big part of the role is compiling, consolidating and editing draft content that will be assigned to you, that you deliver as part of our repeatable software development lifecycle model, or via Zendesk tools and other systems and sources in use at Moorepay, to meet the requirements for customer and colleague facing content. Your flexibility will ensure you’re up to the challenge of filling any gaps, as well as working with well-formed standard sources. Ultimately, you'll be the custodian of our knowledgebases, passionately helping the business to leverage the full capability of the solution to drive improvements in the customer and colleague experience. This will drive-down demand through self-service and creating knowledgebase content, reducing contact demand and helping our customers and colleagues to work in the most optimal and efficient way possible. This role will work from our Swinton office on a hybrid basis - 3 days office/2 days working remotely. Key responsibilities will include: Creating and managing the framework for the knowledgebase, ensuring consistent application/development across business functions thereby ensuring customers receive a consistent and high-quality experience. Ensuring adherence to best practices, coding standards, and quality assurance processes. Creating and updating technical documents and statements of work, when necessary. Working with business leads and continuous improvement/data insights colleagues to monitor the effectiveness of the knowledgebase and to drive increased self-service adoption and demand reduction through to the delivery teams. Understanding the impact of new content requirements on existing content, proposing changes, and taking action as appropriate. Seeking review, feedback and sign-off for content. Managing content of assigned deliverables as required, including structuring, updating, archiving and retiring content. Coordinating the production and delivery of multiple content items from various colleagues to provide an overall content package on time to the customer base for events such as product software releases. Regularly auditing the knowledgebases for efficiency and effectiveness. Leading projects to enhance or expand the knowledgebase setup based on audit and review findings. Working with the product, business readiness, marketing and delivery teams to identify opportunities to improve the capability of the knowledgebase and bring more insights and intelligence to our customers over the technology and processes we deliver. Supporting the roll-out of new knowledgebases as required by the business. Skills &amp; experience Qualifications and skills Proven experience in knowledgebase development, preferably with Zendesk or other customer service platforms. Experience in designing and implementing knowledgebase solutions is preferred. Ability to manage multiple stakeholder requirements and tightly prioritise based on business need and overall impact. Experience of using Moorepay products and services is an advantage. At least two years' experience in technical authoring, technical editing or similar roles, or experience of developing customer and colleague documentation (e.g. internal documents, statements of service, process documents, or other human-readable content with a defined structure). Experience with online content authoring tools. Basic knowledge of HTML. Advanced Microsoft Word and PowerPoint. About you Technically minded with an excellent understanding of delivering a great customer experience through the use of self-service knowledgebases to underpin the services delivered. Able to think logically, work under pressure, and demonstrate initiative, enthusiasm, and a rapid learning capability. Excellent listening and questioning skills combined with the ability to interact confidently with the knowledgebase customers (colleagues and external customers) to establish what the problem is and explain the solution. Highly analytical with great attention to detail. Flexibility, resilience and positive attitude to adapt priorities in the face of changing needs, especially when under pressure. Successful team worker - supportive, cooperative, and collaborative. Able to build meaningful, productive working relationships across various teams to ensure appropriate inputs to content and projects, even where those relationships are predominantly built online through our extensive use of Microsoft’s online collaboration toolsets. Highly organised. Uses initiative to balance work across concurrent reactive and proactive work responsibilities. Tasks will include a mix of editing, maintenance and creative work. Service orientation - able to balance and meet customer needs and Moorepay business needs. Benefits &amp; culture Part of the Zellis Group, Moorepay is a team of over 500 friendly professionals across four offices in Swinton (Manchester), Sheffield, Farnborough and Kochi (India). We’re passionate about making Moorepay a fantastic place to work for every single one of our colleagues. The average length of service at Moorepay is 12 years, which speaks for itself! To help make Moorepay such a great place to work, we focus on three things in our company culture: mental health support, maintaining a healthy work/life balance, and equal opportunities and inclusion for all. Here’s what you’ll gain if you join our team: A career packed with opportunity, in a stable and growing company. A comprehensive programme of learning and development. Competitive base salary. 25 days annual leave, with the opportunity to buy more. You’ll even get your birthday off as well! Private medical insurance. Life assurance 4x salary. Enhanced pension with up to 8.5% employer contributions. A huge range of additional flexible benefits across financial &amp; personal wellbeing, lifestyle &amp; leisure.