Payroll Service Manager – Customer Service
The closing date is 14 April 2026
We’re looking for a Payroll Customer Service Manager to lead a fearless, award‑winning team, responsible for calming payday nerves and translating complicated payroll and pensions language into something easier to understand.
What You’ll Do
- Lead a team that handles payroll and pensions queries.
- Investigate payslip puzzles and payroll anomalies.
- Keep colleagues reassured when the numbers look… surprising.
- Ensure everyone gets paid correctly and on time.
- Analyse data to continuously improve our service and share insights with key stakeholders.
Main duties of the job
- Support proactive customer engagement to understand the customer view of services, detect concerns and trends in service failure that require attention.
- Help customers resolve delays in transaction processing due to incomplete forms or failure to complete all required activities, working with managers, HR, and People Directorate Teams.
- Build and maintain effective working relationships with colleagues in other teams, ensuring the customer’s perspective and internal service constraints are considered.
- Lead work to create and deploy internal and customer‑oriented service performance monitoring, producing analytical, financial and ad‑hoc reports to review and assess service performance, monitor policy and support process development.
- Contribute to the development of a customer service policy for Payroll and Pensions Service and provide an authentic “voice of the customer” in service planning.
What You’ll Need
- Endless patience.
- The ability to solve complex queries.
- To be the friendly, empathetic but knowledgeable voice behind the customer service team – making sure colleagues get clear answers with payroll and pension issues resolved quickly.
Why Bradford NHS Payroll Services
We’re not just a Trust – we’re a community. We believe in belonging, inclusion, and making work feel like a place you want to be. You’ll join a team that’s passionate about people and always up for a challenge (and maybe a biscuit or two).
Bradford NHS Payroll Services are hosted by Bradford District Care NHS Foundation Trust on a consortium basis. We provide a high‑quality payroll, pensions and expenses service to multiple NHS organisations within the Bradford area.
About us
- We Care – We act with respect and empathy, and always value difference.
- We Listen – We understand people’s views and respond to their individual needs.
- We Deliver – We develop and provide excellent services and support our partners.
We will consider a variety of flexible working arrangements to enable staff to balance their work and home lives and support staff by offering a fantastic range of benefits including:
- Increase mileage rates for > 3500.
- A wide range of health and wellbeing support packages.
- A range of internal and external development and learning opportunities.
- Plus many more.
We are also proud to pledge our support to the Armed Forces and hold a Bronze Award in the Defence Employer Recognition Scheme.
BDCFT is dedicated to environmental and social sustainability by delivering on the commitments within our Green Plan. All staff are actively encouraged and supported to participate in training and to identify and implement sustainable quality improvement across all service areas and activities.
Job responsibilities / Dates
Closing Date: 14 April 2026
Shortlisting Date: 15/16 April 2026
Interview Date: W/C 27th April 2026 (subject to change)
Please read the attached Job description and person specification for further details about this role.
Right to Work in the UK
Prior to your appointment you will be asked to confirm your right to work and reside in the UK. During your continued employment with the Trust, you have a personal responsibility to notify your manager as soon as possible should there be any changes to your right to work status. Regrettably, if the role is not eligible for sponsorship under the Trusts eligibility criteria, the Trust are unable to extend your employment beyond the expiration of your current visa. The Trust is not responsible or liable for ensuring that your employment continues after this period.
As a condition of continuous employment, it essential you maintain the legal right to work in the United Kingdom throughout the duration of your employment with Bradford District Care NHS Foundation Trust (BDCFT).
Any change in your right‑to‑work status, including but not limited to visa expiration, revocation, or denial of renewal, may impact your eligibility for employment with the Trust. It is your responsibility to promptly inform your Line Manager of any changes in your right‑to‑work status immediately and to provide necessary documentation for verification purposes. Failure to obtain or renew your visa in a timely manner is a breach of employment conditions and will result in termination of your employment. We appreciate your attention to this matter and your commitment to fulfilling this requirement promptly.
Person Specification
Qualifications
- GCSE qualifications including Mathematics and English in Grade C or above or equivalent qualifications
- CIPP Foundation Degree in Payroll Management or equivalent experience
- Be prepared to undertake CIPP if not already qualified
Experience
- Significant experience of leading a team in a fast‑paced environment with frequent competing demands on time
- Strong leadership qualities with an ability to organise and work to strict deadlines
- Experience of customer‑focused team management and stakeholder engagement
- Experience of using ESR or another Oracle‑based integrated HR/Payroll/Electronic rostering system
- Significant experience of working in a payroll department
- Experience of managing an NHS payroll team
- Comprehensive knowledge of recruitment /staff bank /e‑roster in an NHS organisation
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer name
Bradford District Care NHS Foundation Trust
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