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

We are looking for candidates who have:

• 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.

If you have strong customer service experience and thrive in a busy contact centre environment, we'd love to hear from you.

Apply today or contact Opus People Solutions for more information.

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