Helpdesk Administrator

Cornerstone; Glasgow; On-site; GBP 30,000 - 36,000; Full time

Benefits offered by this job

Pension

Enhanced maternity leave

Life assurance

HolidayPlus

Virtual GP

Employee Assistance Programme

Retail and leisure discounts

Job summary

SGN is seeking a Helpdesk Administrator (12-Month FTC) in Glasgow to join the Business Services Centre. You will handle finance-related customer queries, guide employees on self-service transactions, and ensure timely, accurate resolution within SLAs.

You will work as part of a 4-person Help Desk team, addressing transactional and operational queries across customer groups, while driving continuous improvement and delivering a high level of service.

Qualifications

• Experience in a finance related customer service enrolment (e.g. contact centre, shared services) with a strong understanding of finance policies, processes and best practices.
• Good understanding of Business Service Centre (BSC) operations, end-to-end finance processes and SLAs.
• Data-driven mindset with high attention to detail and ability to follow finance policies and procedures.
• Excellent communication, able to build rapport with customers and resolve inquiries efficiently.
• Thrives in a team environment, prioritising customer satisfaction and delivering great service.

Responsibilities

• Managing incoming queries from customers, suppliers, and affiliates via phone, email and online channels.
• Providing guidance and support on employee finance-related queries, resolving issues and escalating complex cases.
• Supporting users on finance self-service transactions, accurately tracking and documenting inquiries and resolutions.
• Escalating complex queries to the Service Management Team Lead, keeping customers informed of progress.
• Ensuring the BSC is perceived as a customer-oriented and efficient service organisation.
• Act as the primary point of contact for customers to raise issues and discuss concerns regarding service quality.
• Conducting customer satisfaction surveys and gather data to support expedient inquiry resolutions.
• Supporting root-cause analysis to prevent recurring issues and errors.
• Driving continuous improvement by analysing previous issues and reviewing work processes.
• Contribute to defining new specifications for enabling technology to elevate the customer experience.

Skills

Finance customer service

BSC operations

Data-driven mindset

Communication skills

Team oriented

Job description

Helpdesk Administrator (12-Month FTC)

Glasgow | £29.9k - £35.9k per annum (dependent on skills and qualifications)

Full Time | Hybrid

Joint-contribution pension from 6% (12% total) – Enhanced maternity & family leave – Life assurance – HolidayPlus – Virtual GP & Employee Assistance Programme plus retail and leisure discounts & many more.

An exciting opportunity to join a cutting-edge company which takes pride in serving 6m customers keeping them safe and warm every day. As a Business Services Centre Helpdesk Administrator at SGN you will work as part of 4 Help Desk team members in the Business Services (BSC) team to ensure all the scoped Services across their lifecycle are managed appropriately across all customer groups. You will work to resolve most commonly reported issues and pass on other more complex issues. You will direct, control and address all transactional and operational financial, HR and procurement queries and the services provided by the BSC team, as well as have their transactional and operational requirements and requests met in line with the agreed Business Services SLAs.

We deliver safety, warmth, and comfort to homes and businesses. Every role, whether in the office or on the front line, plays a key part in this mission. Here’s how you will contribute…

• Managing incoming queries from customers, suppliers, and affiliates via phone, email and online channels
• Providing guidance and support on employee finance-related queries, resolving issues and escalating complex cases
• Supporting users on finance self-service transactions, accurately tracking and documenting inquiries and resolutions
• Escalating complex queries to the Service Management Team Lead, keeping customers informed of progress
• Ensuring the BSC is perceived as a customer-oriented and efficient service organisation
• Act as the primary point of contact for customers to raise issues and discuss concerns regarding service quality
• Conducting customer satisfaction surveys and gather data to support expedient inquiry resolutions
• Supporting root-cause analysis to prevent recurring issues and errors
• Driving continuous improvement by analysing previous issues and reviewing work processes
• Contribute to defining new specifications for enabling technology to elevate the customer experience

What you will need

• Experience in a finance related customer service enrolment (e,g, contact centre, shared services) with a strong understanding of finance policies, processes and best practices
• You have a good understanding of Business Service Centre (BSC) operations, end-to-end finance processes and service level agreements (SLAs)
• You possess a data-driven mindset, demonstrating high attention to detail and the ability to follow finance policies and procedures rigorously
• You excel at communication, building rapport with customers, and resolving inquiries efficiently and effectively
• You thrive in a team environment, prioritising customer satisfaction and striving to deliver exceptional service

We would prefer if you had relevant industry experience. However, if you don’t have all the qualifications, but think you have other applicable experience that would make you a good fit for the role, we would still love to hear from you.

Not sure you meet every requirement?

Research shows some people – particularly women and those from underrepresented backgrounds – may hesitate to apply unless they meet every criteria. At SGN, we value diverse backgrounds, experiences and perspectives.

If this role interests you but you’re not sure you tick every box, we’d still love to hear from you. You might be just who we’re looking for – now or in the future.

Why SGN?

SGN leads pioneering research and development for a net-zero energy system. Our innovative technologies are transforming the gas industry while keeping people safe and warm. We are an award-winning employer, including CCA Gold Awards for Great Places to Work and Inclusivity and Accessibility, and a proud Gold member of the Armed Forces Covenant.

About us | Benefits | Diversity and inclusion

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