Unit4 (MySurrey) Service Delivery Agent - HR and Payroll

This role has a starting salary of £48,698 per annum, based on a 36 hour working week.

We are looking for a skilled and motivated Unit4 Support Agent to join our Service Delivery Team. In this role, you will use your knowledge of HR or Payroll processes and experience with Unit4/Agresso to help keep our Unit4 system running smoothly and performing at its best. As a key member of the team, you will help us continue to deliver a high-quality service to our customers.

The team is based at Woodhatch in Reigate, but we promote a hybrid approach to work, meeting together to work collaboratively when required..

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.

About the Team

Surrey County Council has introduced Unit4, a modern and user-friendly system that helps manage key business functions such as finance, HR, and payroll. A large project was completed to set up the system, move data into it, and connect it with other Council systems.

Unit4 is supported by in-house IT and Digital teams that follow recognised service management practices (ITIL). The teams are split into two areas:

Service Delivery

• Handling service requests and incidents
• Managing and resolving problems
• Monitoring service performance and reporting against targets
• Managing relationships with suppliers

Service Improvement

• Managing system changes and enhancements
• Coordinating software releases and updates
• Working with business teams to understand and support their needs

The teams work together to improve the system and make processes more efficient. This includes automating tasks and workflows, reducing manual work, improving the use of data and reporting, and introducing more consistent and standard ways of working.

About the Role

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.

Your Application

In order to be considered for shortlisting, your application will clearly evidence the following skills and align with our behaviours:

• Experience supporting Unit4 ERP/Agresso 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:

1. Please confirm how many years' experience you have providing support for Unit4/Agresso.
2. Outline your areas of expertise in Unit4/Agresso, and the context in which you gained this experience.
3. Please detail your functional knowledge/expertise in any of the Unit4/Agresso HR or Payroll modules or processes.
4. Give an example of a time you resolved an issue for a customer or improved the customer service experience using your Unit4/Agresso experience.

Before submitting your application, we recommend you read the job description and our Life at Surrey handbook to get an insight into working at Surrey.

Contact Us

Please contact us for any questions relating to the role. This could be to discuss flexible working requests, transferable skills or any barriers to employment. Please contact Crishna Simmons via email at [email removed].

The job advert closes at 23:59 on 20/09/2026 with interviews planned to follow.

We look forward to receiving your application, please click on the apply online button below to submit.

Local Government Reorganisation (LGR)

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.

Join our dynamic team and shape the future of local government. Make a lasting impact with innovative solutions and improved services for our community. Help us build a brighter future for our residents! Please see more information here: Information for applicants on Local Government Reorganisation - Surrey County Council

Our Commitment

We are a disability confident employer which means if you have shared a disability on your application form and have evidenced you meet the minimum shortlisting criteria as displayed on the advert, we guarantee you an interview.

Your skills and experience truly matter to us. From application to your first day, we’re committed to supporting you with any adjustments you need, we value inclusion and