Payroll & Banking Customer Care Administrator

Job Description

Payroll & Banking Customer Care Administrator

Salary:

Hours:

£19.656 per annum

30 hours per week – Monday to Friday, pattern to be
agreed between core office hours of 08:00 – 17:00

Type of contract:

Permanent

Location:

The role is currently based in Worthing, West
Sussex

Reporting to:

Senior Banking & Payroll Officer

Overview of the role

Manage and process checking of bank statements for dedicated bank accounts and payroll
administration in a timely and professional manner for customers who employ someone
using Direct Payments. This role has a strong customer service focus, requiring proactive
engagement with customers to support them in submitting their hours and handling general
payroll and banking queries.

Overview

•  Providing exceptional customer service as the first point of contact for payroll and

banking enquiries.

•  Triaging incoming phone calls, answering customer questions, and directing enquiries to

the appropriate team member.

•  Supporting customers over the phone to ensure they can easily submit their hours and

understand payroll-related processes.

•  Reconciling bank accounts and associated paperwork.
•  Liaising with customers to obtain all necessary information relating to hours worked and
any other relevant information that may affect pay and arrangements for payment
(normally this will be by telephone or e-mail).

•  Processing individual payroll to enable you to produce payslips and all appropriate

HMRC/pension information.

This role will suit you if you enjoy working in a methodical, timely, and professional way
while also providing excellent customer service. You will be joining a team that excels in
quality and accuracy and is dedicated to delivering a personalised customer experience.

Key responsibilities and accountabilities

Customer Service Focus

1.1 Acting as the primary point of contact for customers, providing guidance and reassurance

on payroll and banking matters.

1.2 Supporting customers in submitting hours worked, ensuring all necessary information is

obtained efficiently.

1.3 Triaging phone calls, answering general queries, and directing more complex einquiries to

appropriate team members.

1.4 Assisting customers who may require additional support in understanding payroll

processes.

1.5 Handling and resolving routine customer issues related to payroll and banking with

professionalism and empathy.

Banking Tasks

2.1 Department administration, including but not limited to:

•  Opening and distributing post.
•  Scanning and sending bank statements.
•  Scanning paperwork onto customer files.
•  Sending bank statements and corresponding paperwork to customers.

2.2 Matching bank statements with corresponding paperwork as evidence for payments on
statements.
2.3 Reconciling bank accounts with previous month’s information.
2.4 Monitoring and reporting on accounts for low and high balances.
2.5 Supporting the Senior Banking & Payroll Officer to check that customers’ Employment
Liability Insurance is up to date.
2.6 Checking email inboxes daily and directing queries to the appropriate team members.
2.7 Supporting the banking and payroll administrators with ad hoc duties when required.

Payroll Tasks

3.1 Providing payroll documentation in line with requests from customers and colleagues.
3.2 Checking customer documentation to ensure it is accurate and complete, resolving any
issues where required.
3.3 Entering all appropriate information into our payroll software.
3.4 Registering and setting up customers as employers with HMRC, ensuring full compliance.
3.5 Obtaining details of employee hours from customers (via email, phone, or post) and
processing the data on our payroll software – ensuring accuracy and completeness.
3.6 Submitting Real Time Information (RTI) to HMRC in a timely manner.

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3.7 Producing payslips and ensuring information is effectively backed up using our software,
providing payslips and summary documents to all customers.
3.8 Maintaining all necessary payroll records.
3.9 Maintaining records of all cheque payments received against each customer account.
3.10  Ensuring cheque payments reach HMRC in an accurate and timely fashion.

Management of Processes Related to Customers Exiting our Services

4.1 Processing final payments of employee wages (including redundancy/notice if applicable).
4.2 Liaising with the finance team to ensure the accurate conclusion of the customer’s
account and the resolution of any under/overpayments of fees to Independent Lives.
4.3 Providing customers with final payslips, summary documents, and P45s as appropriate,
responding to any queries of issues to ensure satisfactory resolution.
4.4 Updating HMRC/Pension Regulator regarding customers exiting our services.

General

5.1  The post holder is expected to work within and actively promote the mission, vision and
values of Independent Lives to external stakeholders and to staff members, and to comply
with all Independent Lives policies and procedures.
5.2
5.3
5.4  The jobholder will be consulted about any proposed changes to the role.

 Other tasks within the remit of the job may be required from time to time.
 This job description will be kept under review to ensure that it remains up to date

Person Specification

Experience
Experience of using BrightPay payroll software or similar
Experience of providing wide ranging administrative support
Providing accurate administrative support ideally in a financial
service setting
Experience of working with Microsoft Dynamics CRM, Share Point
and other Microsoft products particularly Excel and Word – and the
use of web-based applications and email
Excellent customer service skills, including interpersonal skills
Values
Person centered – Willing to adapt approach based on customer
need
Innovative – Happy to make suggestions on how to improve the
processes
Inclusive - Supportive of equality and diversity with the ability to
promote an inclusive service and workplace
Excellence - Strong attention to clarity and detail and
maintenance of accurate documentation

Essential  Desirable

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Skills, Knowledge & Aptitudes
Previous payroll experience
Current knowledge of HMRC legislation
Ability to cope with a demanding workload in a developing
organisation
Excellent numerical skills
Understanding of the social model of disability and willing to
promote its ethos and principles
Results-oriented, able to manage time and achieving high quality
outcomes
Excellent face-to-face, telephone and written communication
skills using plain English
Strong attention to clarity and detail and maintenance of accurate
documentation
Highly motivated and enthusiastic
Supportive of colleagues through strong teamwork, able to be
flexible and adaptable within the team
Qualifications
Willing to undertake further training relevant to the post
Other
Commitment to the ethos and principles of Independent Lives and
its charitable objectives in supporting independent living

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