HR Customer Support Consultant

Summary

Join Employment Hero, a fast-growing SaaS unicorn, as an HR Customer Support Consultant! You'll provide crucial support to clients using our HR, payroll, and benefits platform, ensuring accuracy and success. Your responsibilities include resolving system issues, guiding clients through updates and troubleshooting, handling escalations, and contributing to process improvements. You'll be a go-to expert on UK employment standards, communicating effectively with clients and internal teams. This role requires 3-5 years of client-facing experience in payroll or HR, along with strong communication skills and UK employment law knowledge. Enjoy a remote-first work environment with numerous perks, including a generous home office budget, cutting-edge tools, reward programs, and professional development opportunities.

Requirements

• 3-5 years of experience, both client facing and processing
• Creation and maintenance of content to educate with new products and assist with supporting our customers
• Payroll or HR experience required to understand the complexities and needs of our customers
• Previous experience in administering HR/ payroll systems
• Knowledge of different HRIS and/or payroll systems
• A confident and engaging communicator who is comfortable building relationships with a variety of people
• Must have UK employment legislation and regulations knowledge
• Well-organised approach to your work means you can juggle multiple priorities and deadlines
• An attitude that always puts your customer's needs first
• The ability to identify issues or problems early on and work collaboratively with your team to remove roadblocks and fix problems

Responsibilities

• Provide functional systems administration and support, including management of system issues/incidents to ensure that users are supported with a prompt resolution
• Provide support to clients after they 'go-live' by walking them through updates needed or how to troubleshoot in a variety of ways, such as pension set up and platform configuration
• Taking on client and team Payroll and HR escalations to resolve in a timely manner
• Assist with requirements gathering to run post mortem's and run internal support team workshops
• Assist with troubleshooting and client queries; coordinate closely with internal teams for a successful customer experience
• Respond to payroll and HR related queries from internal support team members and external clients via email, phone, live chat the Employment Hero platform and from time to time video calls
• Help to build and continually improve documentation, and embrace new & existing technologies to improve the way we provide service, both for our customers and for our internal team of Support Specialists
• Manage and be accountable for your customer sentiment and scores across your interactions, including following up and understanding where these are received below benchmark
• Ensure product requirements are gathered accurately and are communicated transparently to the product squad
• Constantly review and improve our delivery processes
• Work with the wider business to drive forward continuous improvement initiatives
• As a subject-matter expert provide guidance and support to other team members as needed

Benefits

• A generous budget for your home office
• Cutting-edge tools and technology
• Reward and recognition programs - because great work should be recognised and rewarded
• Learning and development (including an external study policy, live monthly professional development classrooms, and premium online learning content)
• Employee Share Option Program: be an owner of Employment Hero
• Annual Global Gathering - so far we’ve been to Thailand, Vietnam, Bali and are excited to meet in Dubai in 2025