Helpdesk Administrator
Location:
Glasgow (Hybrid) Salary:
£29k - £34.8k per annum (Dependent on skills & qualifications) Perks & Benefits:
Competitive pension scheme – Enhanced maternity/paternity pay – Life assurance – HolidayPlus – Cycle2work Scheme & more Reference:
REQ4551 We are looking for an exciting opportunity to join a cutting-edge company which takes pride in serving 6m customers keeping them safe and warm every day. As a Business Services Centre Helpdesk Administrator at SGN you will work as part of 4 Help Desk team members in the Business Services (BSC) team to ensure all the scoped Services across their lifecycle are managed appropriately across all customer groups. You will work to resolve most commonly reported issues and pass on other more complex issues. You will direct, control and address all transactional and operational financial, HR and procurement queries and the services provided by the BSC team, as well as have their transactional and operational requirements and requests met in line with the agreed Business Services SLAs. We deliver safety, warmth, and comfort to homes and businesses across the community. Whether you're supporting from the office or working on the front line, every role plays a part. How you’ll support us on our mission to keep people safe and warm… Managing incoming queries from customers, suppliers, and affiliates via phone, email and online channels 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 Ensuring the BSC is perceived as a customer-oriented and efficient service organisation 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 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 What you’ll need Possess 3+ years of 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 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 excel at communication, building rapport with customers, and resolving inquiries efficiently and effectively You thrive in a team environment, prioritising customer satisfaction and striving to deliver exceptional service We would prefer if you had relevant industry experience. However, if you don’t have all the qualifications, but think you have other applicable experience that would make you a good fit for the role, we would still love to hear from you. Why SGN? SGN is at the forefront of pioneering research and development in the journey toward a net-zero energy system. Our cutting-edge technologies and innovative thinking are driving change in the gas industry, all while
keeping people safe and warm . Join us in making a real difference— today and for the future. Here’s what we offer you Inclusion is at the heart of everything we do If you require any accommodations or support during the application process, please feel free to reach out to us. We're here to help ensure an inclusive and accessible experience for everyone.
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Glasgow (Hybrid) Salary:
£29k - £34.8k per annum (Dependent on skills & qualifications) Perks & Benefits:
Competitive pension scheme – Enhanced maternity/paternity pay – Life assurance – HolidayPlus – Cycle2work Scheme & more Reference:
REQ4551 We are looking for an exciting opportunity to join a cutting-edge company which takes pride in serving 6m customers keeping them safe and warm every day. As a Business Services Centre Helpdesk Administrator at SGN you will work as part of 4 Help Desk team members in the Business Services (BSC) team to ensure all the scoped Services across their lifecycle are managed appropriately across all customer groups. You will work to resolve most commonly reported issues and pass on other more complex issues. You will direct, control and address all transactional and operational financial, HR and procurement queries and the services provided by the BSC team, as well as have their transactional and operational requirements and requests met in line with the agreed Business Services SLAs. We deliver safety, warmth, and comfort to homes and businesses across the community. Whether you're supporting from the office or working on the front line, every role plays a part. How you’ll support us on our mission to keep people safe and warm… Managing incoming queries from customers, suppliers, and affiliates via phone, email and online channels 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 Ensuring the BSC is perceived as a customer-oriented and efficient service organisation 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 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 What you’ll need Possess 3+ years of 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 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 excel at communication, building rapport with customers, and resolving inquiries efficiently and effectively You thrive in a team environment, prioritising customer satisfaction and striving to deliver exceptional service We would prefer if you had relevant industry experience. However, if you don’t have all the qualifications, but think you have other applicable experience that would make you a good fit for the role, we would still love to hear from you. Why SGN? SGN is at the forefront of pioneering research and development in the journey toward a net-zero energy system. Our cutting-edge technologies and innovative thinking are driving change in the gas industry, all while
keeping people safe and warm . Join us in making a real difference— today and for the future. Here’s what we offer you Inclusion is at the heart of everything we do If you require any accommodations or support during the application process, please feel free to reach out to us. We're here to help ensure an inclusive and accessible experience for everyone.
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