Helpdesk Administrator

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 through to completion from internal customers, suppliers & External Customers in relation to Damage billing, Claims & Connections 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
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 across all BSC activity
Reporting from BSC to the wider business
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.