Payroll Service Manager – Customer Service

Job overview

We’re looking for a Payroll Customer Service Manager to lead a fearless, award-winning team, responsible for calming payday nerves and translating complicated payroll and pensions language into something easier to understand.

What You’ll Do

• Lead a team that handles payroll and pensions queries (lots of them).
• Investigate payslip puzzles and payroll anomalies.
• Keeping colleagues reassured when the numbers look… surprising.
• Ensure everyone gets paid correctly and on time (no pressure)
• Analyse Data to continuously improve our service and share with our key stakeholders

You will need

• Endless Patience!
• The ability to solve complex queries
• To be the friendly, empathetic but knowledgeable voice behind the customer service team—making sure colleagues get clear answers, with payroll and pension issues resolved quickly

Why Bradford NHS Payroll Services

• We’re not just a Trust — we’re a community. We believe in belonging, inclusion, and making work feel like a place you want to be. You’ll join a team that’s passionate about people, and always up for a challenge (and maybe a biscuit or two).
• Bradford NHS Payroll Services are hosted by Bradford District Care NHS Foundation Trust on a consortium basis.  We provide a high-quality payroll, pensions and expenses service to multiple NHS organisations within the Bradford area.

Main duties of the job

Key duties will include:

• Support work on a proactive programme of customer engagement to identify and understand the “customer view” of services provided, detecting issues of concern and trends in service failure that require attention
• Help customers resolve delays in transaction processing due to incomplete forms or failure to complete all required activities directly with managers or through collaborative work with employees throughout People Directorate Teams, HR and Payroll and Pensions Service
• Build and maintain effective working relationships with colleagues in other teams, ensuring the customer’s perspective and internal service constraints and decision are appropriately considered
• Lead work to create and deploy internal and customer-oriented service performance monitoring, producing analytical, financial and other ad-hoc reports to enable the organisation to review and assess service performance, monitor policy and consider process development
• Contribute to development of a customer service policy for Payroll and Pensions Service and taking an appropriate “representational role” to provide an authentic “voice of the customer” in service planning

We would love to hear from you. If you’re ready to lead with purpose and make a meaningful impact, if you enjoy numbers, solving problems, navigating the wonders of HMRC, and being mysteriously popular around payday, this could be the role for you.

Detailed job description and main responsibilities

Closing Date: 14 April 2026

Shortlisting Date:   15/16 April 2026

Interview Date: W/C 27th April 2026 (Subject to change)

Please read the attached Job description and person specification for further details about this role.

Right to Work in the UK

Prior to your appointment you will be asked to provide confirmation of your right to work and reside in the UK. During your continued employment with the Trust, you have a personal responsibility to notify your manager as soon as possible should there be any changes to your right to work status. Regrettably, if the role is not eligible for sponsorship under the Trust’s eligibility criteria, the Trust are unable to extend your employment beyond the expiration of your current visa. The Trust is not responsible or liable for ensuring that your employment continues after this period.

As a condition of continuous employment, it essential you maintain the legal right to work in the United Kingdom throughout the duration of your employment with Bradford District Care NHS Foundation Trust (BDCFT).

Any change in your right-to-work status, including but not limited to visa expiration, revocation, or denial of renewal, may impact your eligibility for employment with the Trust. It is your responsibility to promptly inform your Line Manager of any changes in your right-to-work status immediately and to provide necessary documentation for verification purposes. Failure to obtain or renew your visa in a timely manner is a breach of employment conditions and will result in termination of your employment. We appreciate your attention to this matter and your commitment to fulfilling this requirement promptly