RTGS Helpdesk Administrator in RTGS Operations

Bank of England; Leeds; On-site; GBP 26,000 - 29,000; Full time

Benefits offered by this job

Private medical insurance

Career pension option

8% benefits allowance

26 days leave

Flexible benefits programme

Job summary

Bank of England in Leeds is seeking an entry level RTGS Helpdesk Administrator within the Payments Directorate. The role focuses on query triage and basic operational support for RTGS account holders, representing the Bank professionally and guiding customers to documentation, FAQs, and user guides.

Escalation of live incident queries to RTGS operations management or Technology is expected. The role offers a structured training path, exposure to high-value payments processes, and a benefits

Qualifications

• Excellent stakeholder management and customer service skills.
• Ability to communicate clearly both in written and verbal form.
• Understanding of RTGS/CHAPS and the different participant and other account holders it supports.
• Excellent time and workload management skills.
• A good understanding of operational risk management.

Responsibilities

• Triages and responds to participant and account holder enquiries by electronic or telephone.
• Recognises and escalates live service incidents to RTGS operations management and/or Technology.
• Responds to administrative queries such as password resets with proper security controls.
• Maintains risk and control responsibilities awareness.
• Identifies external participant training needs and makes recommendations.
• Maintains participant FAQ pages to assist in quicker query resolution.

Skills

Stakeholder management

Customer service

Clear communication

Understanding RTGS/CHAPS

Time management

Operational risk

Job description

Job Description

The RTGS Operations team within the Payments Directorate is responsible for operating the RTGS system, which underpins all financial transactions in the UK and is essential to the functioning of the economy and the implementation of monetary and financial stability. The RTGS Helpdesk Administrator is an entry level role, ideal for school leavers or those wishing to begin a new career at the Bank. It is a customer-focussed role, responsible for the query triage and basic operational support of the Bank’s RTGS account holders. You will be expected to represent the Bank / RTGS/CHAPS service in a professional and responsible manner, directing customers to appropriate documentation, FAQs and user guides and escalating or re‑redirecting any live incident queries appropriately.

Background

The Payments directorate supports the Bank’s mission to maintain monetary and financial stability by using and sharing its expertise to develop and operate resilient and efficient banking, payment and custody services; set and influence policy; and to promote innovation.

We are at the heart of the Bank both in terms of our core role in Monetary and Financial Stability, and the wide range of internal stakeholders we collaborate with. Payments has a lead role in one and a significant role in four of the Bank’s strategic priorities. The variety and immediacy of the work we do means we are one of the most outward facing and fast moving areas of the Bank, operating the UK’s high value payments system (the Real Time Gross Settlement System and CHAPS), maintaining the Bank’s readiness to provide Emergency Liquidity Assistance to banks and other financial institutions, and acting as the ’bank’ within the Bank of England for government, UK CCPs and other central banks.

The Real‑Time Gross Settlement (RTGS) service – operated by Payments Directorate – is the backbone which underpins all financial transactions in the UK and is essential for the functioning of the economy and the implementation of monetary policy and financial stability. It holds accounts for banks, building societies, financial market infrastructures, non‑bank payment service providers and provides sterling settlement services for Bacs, CHAPS, ICs (cheque clearing), CREST, Faster Payments (FPS), LINK, Mastercard, Visa and PEXA.

Role And Responsibilities

This is a customer‑focussed role, responsible for the query triage and basic operational support of the Bank’s RTGS account holders. You will be expected to represent the Bank / RTGS/CHAPS service in a professional and responsible manner, directing customers to appropriate documentation, FAQs and user guides and escalating or re‑redirecting any live incident queries appropriately.

• The role holder works as part of a small team, triaging and responding to participant and account holder enquiries received either electronically or by telephone.
• You are responsible for recognising and appropriately and quickly escalating any live service incidents to RTGS operations management and/or Technology.
• You will respond to administrative queries such as password resets, ensuring that the correct security controls are adhered to.
• The role holder will be aware of their risk management and control responsibilities.
• You will identify external participant training needs and make recommendations.
• You are responsible for maintaining participant FAQ pages to assist in easier query resolution.

Minimum criteria

• Excellent stakeholder management and customer service skills
• Ability to communicate clearly both in written and verbal form
• Understanding of RTGS/CHAPS and the different participant and other account holders it supports
• Excellent time and workload management skills
• A good understanding of operational risk management

Essential Criteria

• Understanding of RTGS/CHAPS processes and the wider UK payments landscape
• Good drafting skills

Our Approach to Inclusion

The Bank values diversity, equity and inclusion. We play a key role in maintaining monetary and financial stability, and to do that effectively, we believe we need a workforce that reflects the society we serve.

At the Bank of England, we want all colleagues to feel valued and respected, so we’re working hard to build an inclusive culture which supports people from all backgrounds and communities to be at their best at work. We celebrate all forms of diversity, including (but not limited to) age, disability, ethnicity, gender, gender identity, race, religion, sexual orientation and socioeconomic status. We believe that it’s by drawing on different perspectives and experiences that we’ll continue to make the best decisions for the public.

We are fully committed to having a diverse and inclusive working environment, and as such, this role is open to job shares and part time working patterns. This role is, however, an onsite role so opportunities to work from home are rare and by exception.

Finally, we’re proud to be a member of the Disability Confident Scheme . If you wish to apply under this scheme, you should check the box in the ’Candidate Personal Information’ under the ’Disability Confident Scheme’ section of the application.

Salary And Benefits Information

Based in Leeds this role offers a salary of £25,760 - £28,980. In addition, we also offer a comprehensive benefits package as detailed below. Part time salary and benefits will be on a pro-rated basis as appropriate.

• Currently a non-contributory, career average pension giving you a guaranteed retirement benefit of 1/80th of your annual salary for every year worked. There is the option to increase your pension (to 1/65th) or decrease (to 1/105th) in exchange for salary through our flexible benefits programme each year. The Bank has the discretion to vary standard accrual rates and dial up and dial down rates at any time and to withdraw dial up and dial down options at any time.
• A discretionary performance award based on a current award pool.
• An 8% benefits allowance with the option to take as salary or purchase a wide range of flexible benefits.
• 26 days’ annual leave with option to buy up to 12 additional days through flexible benefits.
• Private medical insurance and income protection.

National Security Vetting Process

Employment in this role will be subject to the National Security Vetting clearance process (and typically can take between 6 to 12 weeks post offer) and the passing of additional Bank security checks in accordance with the Bank policy. Further information regarding the vetting and security clearance requirements for the role will be provided to the successful applicant, and information about how the Bank processes personal data for these purposes, is set out in the Bank's Privacy Notice.

The Bank of England welcomes applications from all candidates, but as a UK Visas and Immigration (UKVI) approved sponsor, we have a responsibility to comply with the Immigration Rules and guidance. As such, our ability to employ individuals who require sponsorship for immigration purposes is limited. The Bank cannot guarantee that you and / or the role you are applying for will be eligible for sponsorship and that any application made to UKVI will be successful. Eligibility will therefore be considered on a case by case basis.

The Application Process

The assessment process will comprise of two interview stages including a presentation and will be conducted on site at our Loughton location.

The role closes for applications on 14 October 2026.

About Us

We are the UK’s central bank - and we are a bank like no other; known by our peers for our world-leading thinking on policy and strategy.

Our mission is to promote the good of the people of the UK by maintaining monetary and financial stability. We seek to keep prices stable and people’s money safe. We know our work matters to people, to families, up and down the UK. We are driven by curiosity and the desire to do important, challenging work.

It takes a great team to run the Bank of England. We rely on each other to play our part. We benefit from a collaborative culture and long-established flexible ways of working, supporting our colleagues balance their work and personal lives. We strive to be a place where people feel they belong and have equal access to opportunities, because different perspectives helps us make the best decisions for the public.

There’s much to gain from working with us - from career defining work at the heart of the UK economy, being part of a fantastic team, and a rewarding compensation package.

Join us and find a bank like no other. Together, we can make a difference.

The Bank of England will use and protect the information you provide when you apply for a role with us, in line with our obligations under data protection law. This is so we can assess your suitability for the role and administer your application. If you’re successful we’ll use it to offer you a position and onboard you to join the Bank.

If you would like more details about how your information will be used and your information rights, please visit our recruitment privacy notice