First-Contact Finance Helpdesk Advisor — Hybrid

Opus People Solutions Limited; Northampton; Hybrid; GBP 21,000 - 23,000; Full time

Job summary

Opus People Solutions Limited is recruiting on behalf of West Northamptonshire Council for a Shared Services Helpdesk Advisor. 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.

You will handle enquiries via telephone, email, and internal case management systems to provide a professional, efficient and positive service in a high-volume environment.

Qualifications

• 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.

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.

Skills

Customer service

Communication skills

Problem solving

IT skills

Education

NVQ Level 2 in Customer Service

Tools

Microsoft Office 365

CRM systems

Job description

Opus People Solutions Limited is recruiting on behalf of West Northamptonshire Council for a Shared Services Helpdesk Advisor. 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.

You will handle enquiries via telephone, email, and internal case management systems to provide a professional, efficient and positive service in a high-volume environment.