Shared Services Helpdesk Advisor

Opus People Solutions Limited; Northampton; Hybrid; GBP 21,000 - 23,000; Full time

Job summary

Opus People Solutions Limited is recruiting on behalf of West Northamptonshire Council for a Shared Services Helpdesk Advisor. You will be the first point of contact for a wide range of finance and payroll-related enquiries, supporting council employees, residents, suppliers and partner organisations.

You will handle enquiries via telephone, email, and internal case management systems to provide a professional, efficient and positive service in a high-volume environment.

Qualifications

• Previous customer service experience, ideally within a contact centre environment.
• Excellent verbal and written communication skills.
• Strong problem-solving and organisational skills.
• Good IT skills, including Microsoft Office and Office 365.
• Experience handling sensitive or confidential information.
• The ability to prioritise workloads in a fast-paced environment.
• A positive, team-focused attitude and commitment to customer satisfaction.

Responsibilities

• Act as the first point of contact for customer enquiries.
• Resolve customer queries efficiently and accurately.
• Log, assess and process service requests using internal systems.
• Escalate complex cases to relevant teams where required.
• Deliver excellent customer service across phone, email and online channels.
• Maintain accurate records and audit trails.
• Take ownership of customer enquiries and provide regular updates.
• Meet service level agreements (SLAs) and performance targets.
• Contribute to continuous improvement of service delivery.

Skills

Customer service

Communication skills

Problem solving

IT skills

Education

NVQ Level 2 in Customer Service

Tools

Microsoft Office 365

CRM systems

Job description

Shared Services Helpdesk Advisor

Pay: £15.40 per hour, 37 hours per week, Mon-Fri. Location: One Angel Square, NN1 1ED. Length: 12 weeks.

Opus People Solutions are recruiting on behalf of West Northamptonshire Council for a Shared Services Helpdesk Advisor to join a busy and fast-paced customer service environment within the Finance Operations team.

This is an excellent opportunity for an experienced customer service professional who enjoy helping people, solving problems, and delivering high-quality support. You will be the first point of contact for a wide range of finance and payroll-related enquiries, supporting council employees, residents, suppliers, and partner organisations.

Working within a high-volume helpdesk environment, you will handle enquiries via telephone, email, and internal case management systems, ensuring customers receive a professional, efficient, and positive service.

Key Responsibilities

• Act as the first point of contact for customer enquiries
• Resolve customer queries efficiently and accurately
• Log, assess and process service requests using internal systems
• Escalate complex cases to relevant teams where required
• Deliver excellent customer service across phone, email and online channels
• Maintain accurate records and audit trails
• Take ownership of customer enquiries and provide regular updates
• Meet service level agreements (SLAs) and performance targets
• Contribute to continuous improvement of service delivery

About You

• Previous customer service experience, ideally within a contact centre environment
• Excellent verbal and written communication skills
• Strong problem-solving and organisational skills
• Good IT skills, including Microsoft Office and Office 365
• Experience handling sensitive or confidential information
• The ability to prioritise workloads in a fast-paced environment
• A positive, team-focused attitude and commitment to customer satisfaction

Desirable

• Experience working within local government or shared services
• Experience working against KPIs and SLAs
• NVQ Level 2 in Customer Service or equivalent
• Experience within payroll, finance, or administrative support services

Working Arrangements

The successful candidate will initially be office-based 5 days per week during training. Following successful completion of training, the role will move to a hybrid arrangement, with 3 days per week in the office and 2 days working from home.

All offers will be subject to satisfactory compliance screening, including right to work in the UK and references.