Helpdesk Adviser

Co-op Group; Scunthorpe; Hybrid; GBP 20,000 - 25,000; Full time

Job summary

A cooperative retail enterprise in Scunthorpe is seeking a Helpdesk Adviser to support their Wholesale division. You will manage customer queries, ensure excellent service delivery, and work in a hybrid model after initial training. This role offers a salary of £24,570 and a comprehensive benefits package including discounts and a pension.

Benefits

30% off Co-op branded products

Annual bonus

28 days holiday rising to 32

Pension with 10% employer contributions

Access to subsidised onsite gym

Coaching and training

Wagestream app

Grocery Aid support services

Qualifications

• Ability to manage multiple priorities in a fast-paced environment.
• Excellent telephone and email communication skills.

Responsibilities

• Provide daily support to Helpdesk and Reception.
• Log and investigate customer queries and complaints promptly.
• Maintain good relationships with internal and external stakeholders.

Skills

Good communication skills

Customer service

IT literacy

Job description

Overview

Helpdesk Adviser - Co-op Wholesale — £24,570 plus great benefits (Work level 6C). Scunthorpe Office. Hybrid working: colleagues divide time between home and office (twice weekly) after the probation period. During training you will be in the office full time. 12-month fixed-term contract / secondment.

Are you passionate about delivering outstanding customer service? We’re looking for a Helpdesk Adviser to join Co‑op Wholesale. Since 1977, we’ve championed independent retailers to thrive with Nisa, and we’re now entering a bold new chapter as Co‑op Wholesale. It’s the same spirit, with bigger ambition: bringing the power of Co‑op to more local businesses than ever. Exciting opportunities are on the rise, like this one.

We’ll rely on you to provide essential daily support to both the Helpdesk and Reception, ensuring that customer and consumer queries and complaints are logged and investigated promptly through telephone, email, or OCS. If you’re ready to make a real impact and deliver best‑in‑class support to Wholesale partners, we’d love to hear from you!

What you’ll do

• Support the team, assist with queries via telephone and training to maintain high working standards
• Maintain good relationships with internal and external stakeholders, always providing excellent customer service
• Manage workload to ensure all queries & complaints are logged and investigated within the time frame
• Work closely with DHL and other areas of the business to reach resolutions to queries raised
• Ensure all reception tasks are completed in a timely manner

This role would suit people who have

• Good communication skills and customer service (telephone and email)
• The ability to manage multiple priorities, work within a fast‑paced environment and to tight deadlines
• IT literacy skills and knowledge

Why Co‑op?

If you have the skills that we need, we can offer you a competitive salary and great benefits package which includes 30% off Co‑op branded products in our food stores (as well as other discounts on Co‑op products and services).

• An annual bonus (based on personal and business performance)
• 28 days holiday (rising to 32 with service) plus bank holidays
• A pension with up to 10% employer contributions
• Access to a subsidised onsite gym (at our Manchester HQ)
• Coaching and training to support your career development
• Wagestream – a money management app that gives you access to a percentage of your pay as you earn it
• Grocery Aid – 24/7 access to a range of emotional, financial, and practical support services for you and your family

Building a diverse environment

We’re actively building diverse teams and we welcome applications from everyone. If you have a disability, we can make reasonable adjustments to our recruitment process according to your needs. We’re also part of the Disability Confident scheme, meaning we’ll always offer an interview to disabled candidates who apply through the scheme if they meet the minimum criteria for a job. We’ll ask whether you’d like to be considered under the Disability Confident scheme when you apply. If we invite you to take part in the recruitment process for any of our jobs, we’ll ask if you need any reasonable adjustments to enable you to participate. You can find out more about our recruitment process at jobs.coop.co.uk/apply-process. You can find out more about the Disability Confident scheme and all our commitments to diversity and inclusion at colleagues.coop.co.uk/diversity-inclusion-and-wellbeing.

Please note that we may close applications for this role early. As part of your application, you\'ll need to complete an online assessment. This assessment typically takes up to 50 minutes. If you\'re a current Co‑op colleague, this does not need to be completed.