About the Role
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 (lots of them).
- Investigate payslip puzzles and payroll anomalies.
- Keep colleagues reassured when the numbers look… surprising.
- Ensure everyone gets paid correctly and on time (no pressure).
- Analyse data to continuously improve our service and share the results with key stakeholders.
Your Qualifications
- 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.
Other Responsibilities
- Support work on a proactive programme of customer engagement to identify and understand the “customer view” of services provided, detecting issues of concern 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 directly with managers or through collaborative work with employees throughout People Directorate teams, HR and Payroll and Pensions Service.
- Build and maintain effective working relationships with colleagues in other teams, ensuring the customer’s perspective and internal service constraints and decisions are appropriately considered.
- Lead work to create and deploy internal and customer‑oriented service performance monitoring, producing analytical, financial and other ad‑hoc reports to enable the organisation to review and assess service performance, monitor policy and consider process development.
- Contribute to development of a customer service policy for Payroll and Pensions Service and take an appropriate “representational role” to provide an authentic “voice of the customer” in service planning.
Benefits and Working Conditions
- Flexible working arrangements to balance work and home lives.
- Increase mileage rates for > 3500.
- A wide range of health and wellbeing support packages.
- A range of internal and external development and learning opportunities.
- Support for the Armed Forces and a Bronze Award in the Defence Employer Recognition Scheme.
- Environmental and social sustainability initiatives as part of the Green Plan.
- Opportunity to participate in training and sustainable quality improvement programmes.
Our Core Values
- 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.
Company Overview
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.
We are 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.
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