REWARD
Always communicate in a language that’s simple and appropriate for the receiver. This might mean adapting your terminology and removing jargon. Think about the message you’re sharing. What’s the objective? What’s the required outcome? Who’s your audience? Clear, concise and timely communication can make life much simpler. Customer service Many think that payroll, especially if it’s an in-house ‘back-office’ function, doesn’t have customers (bureaus obviously do). But every payroll team has multiple customers: employees, employers, managers, finance and the human resource (HR) / people team, plus third parties such as pension providers, HM Revenue and Customs (HMRC) and the courts… The list goes on. For each customer, we need to deliver different types and levels of service, communicate in different ways and deliver what they expect, when they expect it. We might need to calm someone if their pay is incorrect or explain why a department’s budget will need to change because of changes announced to the national minimum wage and / or National Insurance contributions, for instance. Emotional intelligence and empathy HR is usually thought of as the department which must deal with challenges with empathy. But it’s often payroll that picks up the phone to someone who can’t pay their rent or mortgage because their pay isn’t right. And in these cases, we need to be compassionate. You need to be able to provide support and understanding, listen
to other people’s perspectives and work together to find a solution.
development. And, most of all, encourage a culture where working as a team is valued as the way to get things done. Time management Payroll will wait for no one. HMRC doesn’t care if a return is an hour or a week late – it’s late. Strong time management is imperative for success. So that’s it. Phew! Just 19 different skills you need to build and embody if you’re to be a well-rounded payroll professional. After all, no one said it would be easy. That’s partly because it’s often unclear who payroll professionals actually work for – their employer or the Government. The employer pays their salary. But we can find ourselves in a position where we have to say: “I’m sorry, I can’t do what you’re asking me to do because the regulations won’t allow it.” It’s up to us to find a way forward, offer options and calculate the costs of different scenarios. We might also need different communication strategies depending on who we’re dealing with. In such circumstances, diplomacy, negotiation and knowledge (both financial and legislative) are essential. A successful payroll professional needs to blend many different skills. Many of these are taught or acquired throughout a career. But, if you’re looking to improve yourself, don’t be afraid to ask for help. It’s a rare individual who naturally has all these skills. With an open mind and willingness to learn and develop, almost everyone can develop the skills needed to become the best possible version of the professional they want to be. n
Firefighting A bit like problem-solving or troubleshooting, but with more urgency – often because of an immovable deadline. Integrity and confidentiality We deal with highly confidential information. Make sure it stays that way. Demonstrate integrity and you will earn people’s trust. Organisation Figure out how best to organise your time and workload, so you’re always on track with your tasks. Being organised is the key to juggling multiple priorities at the same time. People management This is possibly the hardest part of working with a team. You need to listen, learn and understand each individual. Take the time to learn what makes them tick and how to get the best out of them. Problem-solving Always think outside the box. Remember, problems are there for you to find a solution. Professionalism and calmness Let’s go back to that swan analogy: keep calm and professional whatever the issue, paddle away underneath and you’ll give others confidence in your abilities. Teamwork Support each other. Encourage your team to invest time in their own professional
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| Professional in Payroll, Pensions and Reward |
Issue 112 | July-August 2025
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