MEMBER TAKEOVER
considerations that could be required in relation to a successful implementation. 2) Enthusiasm and resilience Being approachable can help, rather than hinder, our overall mission to pay people on time and accurately Pay is probably the most critical and important driver in employees’ working lives, however, it’s also the element that can bring more negative than positive interactions. The ability to respond to the ‘you’ve got my pay wrong’ or ‘HM Revenue and Customs has said you’ve not sent the correct information’ comments with a polite, positive solution can turn negative experiences into positive outcomes. Let’s face it, most of these negative interactions may not be errors as such but start off negative as they’re not what the individual was expecting. Very rarely do you get a ‘thank you for putting my pay into my bank account’ response. Payroll is often only contacted when something goes wrong. It’s hard to stay motivated and enthusiastic when you receive the same type of query repeatedly or a question which relates to something you’ve previously communicated on. However, like us, all employees have busy lives and may have overlooked the previous communication until you flag it to them in response to their query. It can be hard not to blame others when an error is caused by another individual, team, department or third party, however all the employee is interested in is how it can be resolved
quickly for them, and how to ensure it doesn’t happen again. I use Quick Parts and frequently asked questions to help me respond quickly to common payroll questions and queries. I have a mantra of ‘just keep swimming’ when things seem difficult and take and action feedback (good and bad) at every opportunity, as this can improve the service you provide. 3) Excellent communication
useful for individuals to review their payslip each month and flag any issues to us, as this is a real help in getting pay correct first time and avoiding pay issues. Being able to tailor and adapt those communication styles to explain pay- related content is probably the hardest thing to learn, and you continue learning with every interaction you have. An explanation that works well for one person can completely confuse another, so finding a communication style which makes that
Payroll professionals must be communication experts and tailor their approach to the individual
Having the ability to explain, document and present the complexities of pay and benefits in an understandable way is a must. I’ve been asked many, many times to create an ‘easy read’ about a payroll- related topic or query or to explain how a value has been calculated ‘in a simple way’. In my opinion, this is one of the most valuable parts of our role. Payroll is complex, and a payslip can seem like a foreign language to a lot of people.
individual feel you have understood them fully is key. The communication style could have been fundamental in explaining and resolving issues, and is key in building relationships and ensuring successful outcomes. And finally, not so much a soft skill, but an important reminder: Remember your worth You impact so many lives in your role and you’re pivotal in keeping the UK paid. Turning negative experiences into positive outcomes is at the heart of everything you do, and payroll is never quiet. Reflect on your successes (paying everyone each week / fortnight / month is one of them) and be proud of the things you achieve every day. You’ll always strive to pay people accurately and on time despite the barriers and challenges that are sent your way. Regardless of whether you’re a manager of a payroll team or a sole individual, never forget your worth (and your team’s worth, if applicable) and remind yourself regularly of all the great things you achieve both personally and professionally. Whatever the next piece of payroll legislation that is thrown at you is, you’ve got this! n
An explanation that works well for one person can completely confuse another
Being able to simplify some of the entries on payroll documents in an easy- to-understand way not only ensures pay is accurate but is also a great way to educate during every interaction. I’ve actively spoken to individuals about registering for a personal tax account to understand how their tax code and estimated income have been calculated. I also explain it would be
Enthusiasm and resilience go a long way in the payroll industry
37
| Professional in Payroll, Pensions and Reward |
Issue 86 | December 2022 – January 2023
Made with FlippingBook - Online magazine maker