Hybrid Helpdesk Administrator - Finance & Learning Support

SGN; Glasgow; Hybrid; GBP 31,000 - 37,000; Full time

Benefits offered by this job

Joint-contribution pension

Enhanced maternity & family leave

Life assurance

HolidayPlus

Virtual GP

Employee Assistance Programme

Discounts

Job summary

SGN in Glasgow is seeking a Finance Help Desk Administrator to join the Business Services Centre. You will manage finance-related customer service enquiries, support training and LMS record-keeping, and handle routine finance queries across customer groups.

Working within a hybrid full-time role, you will resolve common issues, document resolutions, and contribute to continuous improvement in service delivery while maintaining SLAs.

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.
• Technical training – Ensure employees receive the right technical training at the right time and that training records remain up to date.
• 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 thrive in a team environment, prioritising customer satisfaction and striving to deliver exceptional service
• Reporting & Data Analysis – Produce and maintain reports from the Learning Management System (LMS), using data to track training activity, compliance, and performance.
• Administration & IT Skills – Provide accurate and efficient administrative support, with strong organisational skills and a high level of IT proficiency.

Responsibilities

• Managing incoming queries from customers, suppliers, and affiliates via phone, email and online channels relating to training, enquiries and cancellations
• 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
• 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
• Coordinate learning with internal trainers and external training providers completing all necessary information in the LMS and external spend process.
• 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
• Day to day administration ensuring records, certificates, registrations and cards are processed in a timely manner
• Liaising with the Competency Assurance Leads / CDMs to coordinate learning and ensure training record compliance

Skills

Finance customer service

Finance policies

BSC operations

Data-driven mindset

Attention to detail

Team player

Reporting & data analysis

IT proficiency

Administrative support

Tools

LMS

Job description

SGN in Glasgow is seeking a Finance Help Desk Administrator to join the Business Services Centre. You will manage finance-related customer service enquiries, support training and LMS record-keeping, and handle routine finance queries across customer groups.

Working within a hybrid full-time role, you will resolve common issues, document resolutions, and contribute to continuous improvement in service delivery while maintaining SLAs.