Hybrid Helpdesk Advisor – Finance & Payroll Support

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

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.