As Payroll Support Lead, UK, Nordics & Middle East, you are the senior payroll support owner for the UK, Denmark, and UAE. You handle the most complex queries in these markets, set the quality bar, and guide the wider support team on country-specific issues.
This is a hands-on lead role: you own the hardest cases, you're the escalation point for your markets, and you help shape how we support payroll across the region. You work closely with the Payroll Support Manager, Payroll Operations, and in-country partners to keep service fast, accurate, and compliant.
Skills & Qualifications4+ years in payroll support, payroll processing, or payroll operations, with hands-on experience in at least two of the UK, Denmark, and UAE (all three a strong advantage).
Strong, practical knowledge of local payroll rules — UK PAYE/RTI/NIC, Danish eIndkomst/SKAT/ATP, and UAE WPS/gratuity — and the confidence to handle complex cases.
A track record resolving difficult payroll queries accurately and under time pressure.
Experience as a senior team member or lead, comfortable being the escalation point and coaching others.
Hands-on experience with Salesforce and a support platform such as Zendesk.
Excellent written and verbal communication — clear, calm, and customer-friendly.
Detail-obsessed and dependable, especially during peak payroll cycles
Experience in an EOR, PEO, global payroll, or HR tech environment.
Familiarity with in-country partner / provider models.
Additional Nordic or Middle East market knowledge beyond the core three.
Knowledge base or support tooling experience.
Own payroll support for the UK, Denmark & UAE
Be the senior point of contact and subject-matter expert for payroll queries across all three markets.
Resolve complex, country-specific cases — gross-to-net, statutory deductions, corrections, and off-cycle scenarios.
Apply deep local knowledge:
UK — PAYE, RTI, National Insurance, pensions auto-enrolment, statutory pay (SSP/SMP/SPP), P45/P60, HMRC interactions.
Denmark — eIndkomst reporting, SKAT, A-tax and AM-bidrag, ATP, holiday allowance (feriepenge).
UAE — WPS (Wage Protection System), end-of-service gratuity, GPSSA contributions for nationals, and the local pay landscape.
Act as the escalation point for your markets, driving complex issues to resolution within SLA.
Apply the P1–P4 severity model to prioritise and route issues appropriately.
Review and coach on response quality, ensuring answers are accurate, clear, and empathetic.
Spot recurring issues in your markets and partner with Payroll Operations, Product, and in-country partners to fix root causes.
Keep the knowledge base current with accurate, market-specific content so the team and customers can self-serve.
Feed local regulatory changes and process gaps back to the right teams.
Guide and upskill support specialists on UK, Danish, and UAE payroll nuance.
Manage cases cleanly in Salesforce and Zendesk, keeping data and reporting trustworthy.
Support coverage planning across UK, CET, and GST time zones.
