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. Key Skills and Experience Previous exp