Unit4 Service Delivery Agent (HR and Payroll)

As an important member of the team, you will help ensure that the Unit4 system runs smoothly and performs effectively, while supporting the delivery of a high-quality service. Reporting to the Service Delivery Team Leader, you will be part of the wider IT & Digital Service and work within a supportive and collaborative team. You will have the opportunity to take ownership of your work and contribute to a positive and fast-paced working environment. Key responsibilities of the Unit4 Service Delivery Agent include:

• Provide second-line support for HR and Payroll users, helping to resolve system issues quickly and effectively
• Act as a main point of contact for customer queries, investigating problems, keeping customers updated, and ensuring issues are resolved in a timely manner
• Carry out regular support and maintenance tasks for the HR and Payroll system
• Work closely with colleagues and other teams to resolve more complex issues, escalating them when needed
• Keep accurate records of customer contacts, issues, and resolutions using Cherwell, SharePoint, and other document management systems
• Test new and updated system functionality to make sure it works correctly and meets business requirements
• Create and carry out test plans and test scripts, including automated testing where appropriate
• Support projects, system upgrades, service improvements, and other initiatives to improve the service
• Share knowledge, provide guidance, and support other team members when required., Surrey County Council is undergoing Local Government Reorganisation, moving from a two-tier system to two new unitary councils in April 2027. If you are employed by Surrey on 1st April 2027, your role will transfer with current terms and conditions to one of the new organisations, supporting local devolution and greater powers for our communities.
  
  Experience supporting Unit4 ERP/MySurrey, particularly in HR and Payroll, including knowledge of UK payroll processes, Local Government payroll, Local Government and Teachers' Pension schemes, payroll reporting and the employee lifecycle (from recruitment through to leaving employment)
• Good knowledge of Forms, Workflows, Flex-fields, and Attributes within Unit4
• Experience using SQL, including reading, writing, and analysing scripts
• Strong problem-solving skills and the ability to investigate and resolve system issues
• The ability to work well with others and build positive working relationships with colleagues and customers
• An understanding of the ITIL service management framework and how it supports IT service delivery
To apply, we request that you submit a CV and you will be asked the following 4 questions:
• Please confirm how many years' experience you have providing support for Unit4/Agresso.
• Outline your areas of expertise in Unit4/Agresso, and the context in which you gained this experience.
• Please detail your functional knowledge/expertise in any of the Unit4/Agresso HR or Payroll modules or processes.
• Give an example of a time you resolved an issue for a customer or improved the customer service experience using your Unit4/Agresso experience.
  
  This role has a starting salary of £48,698 per annum, based on a 36 hour working week.
We are excited to be recruiting a Unit4 Service Delivery Agent (HR & Payroll) to join our fantastic team. This role is based at Woodhatch Place in Reigate and offers the flexibility of a hybrid working model. Our current expectation is a minimum of two days per week in the office, with the opportunity to discuss this arrangement during the interview process. Our Offer to You
• 26 days' holiday, rising to 28 days after 2 years' service and 31 days after 5 years' service (prorated for part time staff) plus bank holidays
• Option to buy up to 10 days of additional annual leave
• A generous local government salary related pension
• Up to 5 days of carer's leave and 2 paid volunteering days per year
• Paternity, adoption and dependents leave
• An Employee Assistance Programme (EAP) to support health and wellbeing
• Learning and development hub where you can access a wealth of resources
• Wellbeing and lifestyle discounts including gym, travel, and shopping
• A chance to make a real difference to the lives of our residents.