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Job Post Details

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Platform & Payroll Knowledgebase Specialist - job post

Zellis
3.0 out of 5 stars
Manchester M27 6DB•Remote
Permanent

Benefits

Pulled from the full job description

  • Annual leave
  • Company pension
  • Private medical insurance

Full job description

About the role

Are you technically minded, detail-driven, and passionate about payroll? This is your chance to play a pivotal role in shaping the future of Moorepay’s knowledgebase and platform experience. We’re looking for a Platform & Payroll Knowledgebase Specialist to help us deliver exceptional content, streamline processes, and empower both our customers and colleagues through smarter self-service.

You’ll be the guardian of our knowledgebase, creating and maintaining payroll content that empowers colleagues and customers to work smarter and more efficiently. With your payroll expertise and understanding of legislation, you’ll help us unlock the full potential of Zendesk, improving experiences and driving self-service solutions.

This role is perfect for someone technically minded, detail-focused, and collaborative, with a passion for blending payroll knowledge with platform management. You’ll support the Platform Manager, contribute to roadmaps, and learn from industry experts while being part of a close-knit team.

Why Join Us?

  • Be part of a close-knit, supportive team that values collaboration.
  • Work alongside industry experts and gain hands-on learning opportunities.
  • Play a key role in Moorepay’s transformation, making a real impact on how we serve our customers.
  • Enjoy the flexibility of remote working, with occasional travel to our Swinton office around 2 - 4 times per month.

This is more than just a role—it’s a chance to shape the future of payroll knowledge at Moorepay. If you’re ready to combine your payroll expertise with technical skills and make a difference, we’d love to hear from you!

What you’ll do

Knowledgebase Support

  • Support the framework for the payroll knowledgebase.
  • Collaborate with cross-functional teams to define requirements, scope, and deliverables for the knowledgebase.
  • Ensure all customer-facing content is well structured, accurate, consistent, clear, concise, complete, relevant, and meets company branding standards and guidelines.
  • Understand the impact of new payroll content requirements on existing content, propose changes, and act as appropriate.
  • Seek review, feedback and signoff for content.
  • Manage content of assigned deliverables as required, including structuring, updating, archiving and retiring content.
  • Co-ordinate the production and delivery of multiple content items from various colleagues to provide an overall content package on time to the customer base for events such as product software releases.

Zendesk Platform Maintenance

  • Configure and maintain Zendesk components (triggers, automations, views, forms).
  • Support and optimize communication channels (messaging, email, omnichannel tools).
  • Provide user support and training.
  • Assist with deployment, testing, and documentation.
  • Support the management of incidents, changes, and feature rollouts.
  • Generate dashboards for business leads.

Strategic Integration & Innovation

  • Interface with IT and CRM teams to align Zendesk with connected systems and data flows.
  • Support the development of custom apps and integrations (e.g. HubSpot).
  • Leverage AI tools such as co-pilot ticket summarisation and generative search to enhance agent efficiency.

Operational Collaboration

  • Liaise with HR, Payroll, Client Experience, Marketing and Product teams to gather content inputs.
  • Follow established workflows and timelines for content and platform tasks.
  • Attend team meetings and contribute to operational discussions.

Continuous improvement

  • Staying up to date with payroll legislation, tax regulations, and data protection requirements is crucial to ensure all content and platform configurations are accurate and compliant.
  • Regularly audit the knowledgebases for efficiency and effectiveness.
  • Support projects to enhance or expand the knowledgebase setup based on audit and review findings.
  • Support the roll-out of new knowledgebases as required by the business.

Skills & experience

  • Strong payroll product knowledge and understanding of legislation and its implications is essential.
  • Familiarity with payroll cycles, statutory requirements, and payroll best practices is essential. This includes knowledge of pay calculations, deductions, benefits, and statutory reporting.
  • Experience in content management or platform administration (Zendesk or similar).
  • A collaborative team player with excellent communication skills.
  • Someone with a technical mindset, attention to detail, and a desire to learn.
  • Strong attention to detail and ability to follow structured processes.
  • Comfortable working under supervision and escalating issues appropriately.
  • Bonus points if you’ve had exposure to project management or platform roadmaps.
  • A positive and curious mindset for AI-first working, embracing the impact that 'human+AI' can bring to the world. You'll be adept at using AI tools, able to demonstrate examples of where you've utilised AI to improve your output or delivery efficiency, and you embrace to opportunity to learn more about how AI can drive enhancements in the way we work.


Benefits & culture

Part of the Zellis Group, Moorepay is a team of over 500 friendly professionals across four offices in Swinton (Manchester), Sheffield, Birmingham and Kochi (India). We’re passionate about making Moorepay a fantastic place to work for every single one of our colleagues. The average length of service at Moorepay is 12 years, which speaks for itself!

To help make Moorepay such a great place to work, we focus on three things in our company culture: mental health support, maintaining a healthy work/life balance, and equal opportunities and inclusion for all.

Here’s what you’ll gain if you join our team:

  • A career packed with opportunity, in a stable and growing company.
  • A comprehensive programme of learning and development.
  • Competitive base salary.
  • 25 days annual leave, with the opportunity to buy more. You’ll even get your birthday off as well!
  • Private medical insurance.
  • Life assurance 4x salary.
  • Enhanced pension with up to 8.5% employer contributions.
  • A huge range of additional flexible benefits across financial & personal wellbeing, lifestyle & leisure.
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