Payroll Service Specialist

Payroll Service Specialist

Contract: Financial Planning & Analysis

Location: Surrey, KT13 0SL

Hours of work: 37.5

Contract Type: Permanent

The Payroll Service Specialist will be the first line of support for all employee payroll queries, ensuring that all requests are logged, tracked, and resolved efficiently.

This role is crucial in delivering exceptional payroll customer service to our ISS placemakers, ensuring accuracy, compliance, and timely responses.

Job Description

Working as part of the payroll team, the specialist will monitor query resolution, liaise with key stakeholders, and ensure employees receive clear, supportive, and professional assistance.

This position requires attention to detail, strong communication skills, and a commitment to excellent service delivery.

If you thrive in a fast-paced environment and are passionate about providing top-tier employee support, this is a fantastic opportunity to make a real impact within ISS.

Key Responsibilities

• Field first-line payroll queries via query management system, calls, and emails

• Log, answer, or assign queries for resolution within departmental SLAs

• Monitor and chase outstanding queries daily

• Deliver high-quality payroll customer service, ensuring a seamless experience

• Support payroll service manager with ad hoc duties during key payroll periods

• Assist service team manager with escalations and investigations

• Collaborate with internal teams to share information and identify query trends

• Manage password reset requests

Professional and Personal Competencies/Qualifications

• Passion for first-class, professional customer service

• Excellent written and verbal communication skills

• High attention to detail and accuracy

• IT proficiency, including Excel and Outlook

• Confidence in handling and working with data

• Strong organisational and time management skills

• Flexible and adaptable approach to support the team

• Awareness of data privacy and secure handling of employee data

• Ability to build and maintain strong working relationships

• Capability to work independently and collaboratively

• (Desirable) Knowledge of UK Payroll practices and HMRC legislation

• (Desirable) Experience with Payroll/HR systems

The Company

ISS is a world-leading workplace and facility management company, connecting people and places to make the world work better. Working with customers day by day, side by side, we understand every aspect of the user experience.

Through a unique combination of intelligent solutions, high standards and people who care, to help our customers achieve their purpose, whether it’s hospitals healing patients, businesses producing the next great innovation, or airports bringing passengers home to their families. ISS is committed to doing business the right way, taking its corporate responsibility very seriously. Our passion is people.We offer you a challenging and exciting career in an organisation with people at its heart. In ISS, everyone has the opportunity to develop, grow and make a difference. #ISSGreatPeople #ISSTalent #PeopleMakePlace

ISS is proud to be a diverse and inclusive employer.

ISS welcomes all applicants regardless of age, disability, gender identity or gender reassignment, marital or civil partnership status, pregnancy or maternity, race (which includes race, colour, nationality, ethnic or national origin and caste) religion or belief, sex, sexual orientation or educational background

Our passion for inclusivity and diversity makes ISS a more creative, productive and happy place to work.