Payroll Account Manager - Back Office Support Service

Payroll Account Manager

Job Description

The Payroll Account Manager is wholly responsible for looking after all aspects of a weekly payroll processing process from beginning to end for a dedicated portfolio of clients.

The jobholder will ensure payrolls are completed accurately and in line with client agreements.  The jobholder will be expected to be a payroll expert, able to help and advise on all payroll related matters with minimum supervision.

Duties & Responsibilities

    • Manage own workload to ensure accurate payroll data entry (manually, or by spreadsheet import, or on-line portal into the payroll database), ensuring contractors, temporary and permanent staff are paid on time and receive the correct payments.
    • Ensure payroll information received from clients adheres to deadlines for payroll and invoicing purposes. Handle new starters and leavers.
    • Handle pension contributions including new starters, opt ins/outs and postponements. Process statutory payments including National Minimum Wage, Parental payments and holidays in line with current legislation.
    • Ensure payments to intermediaries are processed correctly after considering the off payroll working regulations. Check accuracy of payroll data entered and ensure any errors are updated to reduce the chance of errors or re-runs.
    • Ensure timesheets are consistent with data received and have the correct authorisation. Investigate and resolve any payroll discrepancies by collecting and analysing information, including the Exceptions Report.
    • Ensure all payments match and reconcile all payroll payments to the financial ledger. Send validation report to clients for approval in advance of running the payroll.
    • After approval is received from the client, carry out pay-run for the client.
    • Arrange payslip distribution via email or post.
    • Process leaving documentation including P45’s. Check payroll figures reconcile before sending final payment submissions and any other reports or payments required to HMRC and other statutory bodies.
    • Check gross margins for client portfolio and provide weekly payroll reports and key data as required for each client including gross margin, profit, etc.
    • Highlight any concerns/issues to client including negative margins and agree appropriate corrective action.
    • Complete monthly and year end procedures essential for statutory and other returns.  Issue P60’s to workers.
    • Ensure accuracy off all payroll records by maintaining database with updates.
    • Maintain up to date and comprehensive guidance notes on using the payroll database and key processes.
    • Contribute to team effort by accomplishing personal targets and objectives and supporting other payrollers to complete tasks such as outstanding pay-runs during quiet periods.
    • Conduct regular checks to ensure good housekeeping and the integrity of the payroll database, updating and archiving data as necessary.
    • Support clients with the implementation of changes or new legislation affecting their business.
    • Respect confidential information and ensure compliance with data protection legislation in all payroll processes and dealings with clients and other payroll related organisations.


    • Promote and adhere to the principles and values of Back Office Support Services at all times.
    • Resolve payroll queries for clients including but not limited to: payroll, pension, holidays, statutory payments, IR35, PAYE and National Insurance.
    • Ensure emails and telephone queries are responded to in line with service level expectations.
    • Chase timesheets and purchase orders in order to ensure they are received on time for invoicing purposes.
    • Liaise with Credit Control to communicate any exceptions to invoices and action any error corrections received.
    • Maintain payroll operations by following policies and procedures and reporting any diversions from policy to the Team Leader or Payroll Supervisor.
    • Escalate any issues affecting the business of Back Office Support Services.
    • Participate in projects to develop the payroll process and database, taking a lead on identifying improvements and playing a key role in implementing any resultant changes.
    • Share your knowledge and experience with other members of the team to ensure consistent best practise is shared across the department.
    • Communicate professionally at all times by phone and in writing.

Account Management

    • Develop professional working relationships with key contacts in the client portfolio to ensure client satisfaction and retention.
    • Develop a strong working knowledge of the client portfolio and be proactive in suggesting solutions to problems and where improvements can be made.
    • Take ownership of account and offer guidance to clients to ensure their accounts run smoothly and comply with administrative and legislative requirements.
    • Influence and support clients when dealing with complex enquiries.
    • Strike a balance between doing what the client wants and what is best for our business.


    • You will have strong customer service abilities and understanding of query ownership, management and resolution.
    • The successful candidate will ideally have a minimum of 2 years payroll experience from start to finish.  An IPP qualification is desirable but not essential.
    • Ability to communicate effectively with internal and external customers in a variety of formats.  Excellent written and oral communication and skills.
    • Confident with numbers. Competent mathematical knowledge
    • Computer literate.

Personal Characteristics

  • High level of accuracy and attention to detail, problem solver, logical thinking, relationship developer, understand complex information, ability to work to tight deadlines, good organisation skills, team worker, honest, proactive/self-starter, good communication skills, ability to stay calm in stressful situations, assertive.


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