We are seeking a proactive and customer-focused Customer Service Executive to join our fast-paced support team within the umbrella payroll industry. You will act as a first point of contact for clients, employees, and contractors, delivering high-quality service while resolving queries related to payroll, compliance, onboarding, and timesheets. This role requires someone who can communicate clearly and empathetically, manage multiple queries efficiently, and has a solid understanding of the umbrella sector and the expectations of both contractors and recruitment agencies. Key Responsibilities

• Handle inbound calls, emails, and live chat queries from contractors, clients, and recruitment partners.
• Provide accurate and timely information regarding payments, deductions, timesheets, onboarding processes, and compliance.
• Educate contractors on how umbrella payroll works, including payslip breakdowns (PAYE, NI, expenses, etc.).
• Log, track, and resolve queries in line with SLAs and internal escalation procedures.
• Maintain up-to-date knowledge of HMRC regulations, RTI submissions, and AWR requirements affecting umbrella operations.
• Work closely with internal departments such as payroll, compliance, and onboarding to ensure smooth customer journeys.
• Contribute to the continuous improvement of customer service processes and documentation (e.g., FAQs, help guides).
• Manage sensitive and confidential information with professionalism and discretion.

• Previous experience in customer service or support, ideally within the umbrella, payroll, or recruitment sector.
• Solid understanding of how umbrella companies operate, including PAYE, tax deductions, and contractor expectations.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities and a calm, empathetic approach to handling customer concerns.
• Proficient in CRM systems, ticketing tools, and MS Office (especially Outlook, Excel).
• Ability to multitask and prioritise in a fast-paced environment.
• High attention to detail and accuracy, especially when handling pay-related queries.

• Familiarity with UK employment law and HMRC compliance.
• Experience supporting freelance or temporary workers.
• Knowledge of IR35, off-payroll working rules, or similar frameworks.

• Competitive salary and benefits
• Friendly and supportive team environment
• Opportunities for training and career progression
• Exposure to a dynamic and growing sector