Technical Support Consultant – Payroll/Pension

Your New Mission

You’ll be part of the Technical Support team, managing and resolving support tickets ensuring that our clients, who are using our Pensions and Pensioner Payroll software applications, receive first rate customer service and technical support. The primary role is to help resolve technical problems with our software applications, both internally and for our external clients, via email, phone and MS Teams. You will use your pensioner payroll experience to understand the impact of client issues, investigate problems, identify where specialist input is needed, and work collaboratively with colleagues across support, product, service delivery and client relationship teams to reach the right outcome.

What We Offer

• Career development and training tailored to your goals.
• A hybrid working model with a centrally located Bristol office and up to three days remote work per week.
• A comprehensive benefits package focused on your physical and mental well‑being.

We’re Looking For Someone Who

• Have a minimum of 5 years’ pensioner payroll experience, either as your main role or as a significant supporting part of a pensions administration, payroll, benefits or client service role
• Understand the end‑to‑end pensioner payroll lifecycle, including data input, payroll calculations, validation, payroll run preparation, payment processing, reconciliation, reporting and exception handling
• Be comfortable investigating payroll‑related queries, identifying patterns or root causes, and explaining issues clearly to non‑technical stakeholders
• Have strong attention to detail and understand the importance of accuracy, confidentiality and timely resolution when dealing with pensioner payroll issues
• Be able to work both independently and as part of a team
• Be confident talking to external clients and translating payroll or support issues into clear, practical updates

Nice To Have

• Knowledge of the following would be advantageous, although training would be provided:
• Pensions administration and/or pensioner payroll operations experience within a software, third‑party administration or in‑house pensions environment
• Experience supporting monthly, weekly or ad hoc pensioner payroll processes, including amendments, leavers, dependants, deductions and payment exceptions
• Awareness of payroll controls, audit trails, reconciliation, HMRC‑related payroll considerations and the sensitivity of pensioner payment data
• Microsoft Office including Office 365
• Previous support desk experience
• Ticketing systems experience – JIRA
• Knowledge base experience – Confluence

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