Payroll Customer Support - Maternity Cover

We are hiring a Payroll Customer Support
Acacium Group
Remote with occasional office attendance as required
Full Time, Fixed Term Contract (Maternity Cover)
Competitive salary

We are hiring a Payroll Customer Support to join our central finance function, supporting Bank Partners, a leading provider of workforce solutions to the NHS and healthcare organisations across the UK.

In this role, you will act as the first point of contact for payroll-related queries, delivering exceptional support to both internal and external customers. You'll play a key role in ensuring payroll issues are resolved efficiently, maintaining excellent service standards while working collaboratively with colleagues across the business. This role requires strong organisational skills, attention to detail and the ability to manage multiple priorities in a fast-paced environment.

In this role, you will:

• Monitor and resolve payroll queries received via telephone and shared inboxes, providing timely and accurate support

• Handle customer complaints professionally, ensuring issues are investigated and resolved effectively

• Liaise with internal departments to resolve complex payroll queries and escalate matters where appropriate

• Manage overpayment enquiries and support overpayment recovery processes

• Provide reporting support to the payroll team, including daily, weekly and monthly reporting activities

• Maintain payroll-related trackers, including SSP, SMP and Attachment of Earnings Orders (AEO)

• Support the wider payroll function with ad-hoc administrative and operational activities

What we’re looking for:

• Previous payroll experience with a strong understanding of payroll processes and deadlines

• Customer Service skills

• Excellent written and verbal communication skills, with a professional and customer-focused approach

• Strong organisational and problem-solving skills with the ability to prioritise a busy workload effectively

Your Benefits

• Your benefits package: Our company-funded benefits package includes employer pension contributions, life assurance and healthcare benefits, designed to support your financial wellbeing.

• Time to recharge: Enjoy 25 days’ annual leave plus Bank Holidays, with your holiday entitlement increasing with length of service.

• Flexible benefits to support you: Choose from a range of optional benefits including private medical insurance, critical illness cover, dental insurance, a healthcare cash plan, holiday buy and sell, a gym scheme, car scheme, bike scheme, technology voucher scheme and season ticket travel loans.

• Supporting your wellbeing: Access 24/7 wellbeing support for you and your immediate family, including an Employee Assistance Programme, digital wellbeing app and resources to support your mental, physical, social and financial wellbeing.

• Supporting you and your family: Receive discounted neurodevelopmental assessments for you and your loved ones.

• Save money every day: Enjoy instant discounts through our benefits platform on shopping, travel, entertainment, dining, lifestyle and much more.

• Grow your career: You’ll have access to fully funded professional qualifications through our apprenticeship programmes, mentoring and coaching, leadership development programmes, online learning and development opportunities and the chance to build your career across our global organisation, operating across four continents.

• Recognition and community impact: We celebrate success through Long Service awards, exceptional performance and peer-to-peer recognition. You’ll also receive two paid volunteering days each year to support causes that matter to you.

About Acacium Group

Bank Partners is part of Acacium Group, a global healthcare solutions partner providing staffing, managed services and innovative delivery models across the healthcare, social care and life sciences industries. We are a business with scale and leading digital capabilities, with a vision to be the leading global healthcare solutions partner.

We are powered by our people and leading digital capabilities, working with our partners to improve access to healthcare and deliver better outcomes. Our values – Putting People First, Always by Your Side and Driven by Excellence – guide everything we do.

Join us and play a key role in shaping the future of society and improving people’s lives.

Inclusion and accessibility

We are committed to creating a truly inclusive and diverse workplace where everyone feels valued, respected, and able to thrive. As an age-friendly and disability-confident employer, we welcome applications from people of all backgrounds, communities and ages, recognising the unique skills, experience and perspectives individuals bring at every stage of their career. Guided by our core value of Putting People First, we are committed to fostering an inclusive culture and will consider flexible working options and reasonable adjustments wherever possible to suit individual needs.