Helpdesk Administrator (12‑Month FTC)

About the role

Join SGN’s Business Services Centre as a Helpdesk Administrator on a 12‑month fixed‑term contract. You will be part of a four‑person help‑desk team delivering finance‑related support to internal customers, ensuring smooth operation of transactional and operational services.

Key responsibilities

• Manage incoming queries from customers, suppliers and affiliates via phone, email and online channels.
• Provide guidance on employee finance‑related questions, resolve issues and escalate complex cases.
• Support users with finance self‑service transactions, accurately tracking and documenting inquiries.
• Escalate complex queries to the Service Management Team Lead while keeping customers informed.
• Act as the primary point of contact for service‑quality concerns and conduct customer satisfaction surveys.
• Support root‑cause analysis to prevent recurring issues and drive continuous improvement.
• Contribute to defining new technology specifications to enhance the customer experience.

Required profile

• Experience in a finance‑related customer service environment such as a contact centre or shared services.
• Strong understanding of finance policies, processes and best practices.
• Ability to handle transactional and operational queries efficiently.
• Excellent communication skills and a customer‑oriented mindset.

Required skills

What we offer

• Salary £29.9k – £35.9k per annum, dependent on skills and qualifications.
• Hybrid working model.
• Joint‑contribution pension (12% total contribution).
• Enhanced maternity and family leave.
• Life assurance and HolidayPlus.
• Virtual GP, Employee Assistance Programme and retail/leisure discounts.