Business Support & Administration Shared Services Helpdesk Advisor Northampton, Northamptonshire Up to £15.40 / hour

SourceFlow; Northampton; Remote; GBP 29,000 - 31,000; Full time

Job summary

West Northamptonshire Council is seeking a Shared Services Helpdesk Advisor to join the Finance Operations team. You will be the first point of contact for finance and payroll queries, supporting employees, residents, suppliers and partners in a busy, high-volume helpdesk.

Initially office-based, the role becomes hybrid after training with 3 days in the office and 2 days at home. The position offers a 12-week contract and a pay rate of £15.40 per hour for 37 hours per week.

Qualifications

• Experience in a fast-paced customer service environment.
• Excellent communication, both spoken and written.
• Strong problem-solving and organisational skills.
• Proficient IT skills, including Microsoft Office 365.

Responsibilities

• Act as the first point of contact for customer enquiries.
• Log, assess and process service requests using internal systems.
• Escalate complex cases to relevant teams as needed.
• Deliver excellent customer service via phone, email and online channels.
• Maintain accurate records and audit trails.
• Provide regular updates on enquiries and outcomes.
• Meet SLAs and performance targets.
• Contribute to continuous service improvements.

Skills

Customer service experience

Verbal and written communication

Problem-solving

Organisational skills

IT skills (Microsoft Office/365)

Handling sensitive information

Work prioritisation

Education

NVQ Level 2 in Customer Service

Tools

Microsoft Office

Job description

**Shared Services Helpdesk Advisor****Pay**: £15.40 per hour, 37 hours per week, Mon-Fri**Location:** One Angel Square, NN1 1ED**Length:** 12 weeks**Opus People Solutions** are recruiting on behalf of **West Northamptonshire Council** for a **Shared Services Helpdesk Advisor** to join a busy and fast-paced customer service environment within the Finance Operations team.This is an excellent opportunity for an experienced customer service professional who enjoy helping people, solving problems, and delivering high-quality support. You will be the first point of contact for a wide range of finance and payroll-related enquiries, supporting council employees, residents, suppliers, and partner organisations.Working within a high-volume helpdesk environment, you will handle enquiries via telephone, email, and internal case management systems, ensuring customers receive a professional, efficient, and positive service.**Key Responsibilities*** Act as the first point of contact for customer enquiries* Resolve customer queries efficiently and accurately* Log, assess and process service requests using internal systems* Escalate complex cases to relevant teams where required* Deliver excellent customer service across phone, email and online channels* Maintain accurate records and audit trails* Take ownership of customer enquiries and provide regular updates* Meet service level agreements (SLAs) and performance targets* Contribute to continuous improvement of service delivery**About You**We are looking for candidates who have:* Previous customer service experience, ideally within a contact centre environment* Excellent verbal and written communication skills* Strong problem-solving and organisational skills* Good IT skills, including Microsoft Office and Office 365* Experience handling sensitive or confidential information* The ability to prioritise workloads in a fast-paced environment* A positive, team-focused attitude and commitment to customer satisfaction**Desirable*** Experience working within local government or shared services* Experience working against KPIs and SLAs* NVQ Level 2 in Customer Service or equivalent* Experience within payroll, finance, or administrative support services**Working Arrangements**The successful candidate will initially be office-based 5 days per week during training. Following successful completion of training, the role will move to a hybrid arrangement, with 3 days per week in the office and 2 days working from home.If you have strong customer service experience and thrive in a busy contact centre environment, we'd love to hear from you.**Apply today or contact Opus People Solutions for more information.*****All offers will be subject to satisfactory compliance screening, including right to work in the UK and references.***