Helpdesk Administrator in Glasgow

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 the Help Desk team 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. Every role, whether in the office or on the front line, plays a key part in this mission. Here’s how you will contribute…

• Managing incoming queries from customers, suppliers, and affiliates via phone, email and online channels relating to training, enquiries and cancellations
• 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
• 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
• Coordinate learning with internal trainers and external training providers completing all necessary information in the LMS and external spend process
• 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
• Day to day administration ensuring records, certificates, registrations and cards are processed in a timely manner
• Liaising with the Competency Assurance Leads / CDMs to coordinate learning and ensure training record compliance

What you will need:

• 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
• Technical training – Ensure employees receive the right technical training at the right time and that training records remain up to date. Support learning compliance by monitoring and managing expired training, recognising the importance of competence and its impact on business performance and safety.
• 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 thrive in a team environment, prioritising customer satisfaction and striving to deliver exceptional service
• Reporting & Data Analysis – Produce and maintain reports from the Learning Management System (LMS), using data to track training activity, compliance, and performance.
• Administration & IT Skills – Provide accurate and efficient administrative support, with strong organisational skills and a high level of IT proficiency.

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.

Not sure you meet every requirement? Research shows some people – particularly women and those from underrepresented backgrounds – may hesitate to apply unless they meet every criteria. At SGN, we value diverse backgrounds, experiences and perspectives. If this role interests you but you’re not sure you tick every box, we’d still love to hear from you. You might be just who we’re looking for – now or in the future.

Why SGN? SGN leads pioneering research and development for an energy system. Our innovative technologies are transforming the gas industry while keeping people safe and warm. We are an award-winning employer, including CCA Gold Awards for Great Places to Work and Inclusivity and Accessibility, and a proud Gold member of the Armed Forces Covenant. If you require any accommodations or support during the application process, reach out to us. We're here to help ensure an inclusive and accessible experience for everyone.