At a Glance
- Tasks: Manage customer queries and support finance-related issues in a dynamic team environment.
- Company: Join SGN, a leader in innovative energy solutions with a commitment to safety and warmth.
- Benefits: Enjoy competitive salary, hybrid work, enhanced family leave, and wellness programmes.
- Other info: Diverse backgrounds are encouraged; we value unique perspectives and experiences.
- Why this job: Make a real difference by helping customers while developing your skills in a supportive environment.
- Qualifications: Experience in finance-related customer service and strong communication skills are essential.
The predicted salary is between 29900 - 35900 £ per year.
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. 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
- 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 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
- 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.
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 a net-zero 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.
Helpdesk Administrator in Glasgow employer: SGN Your gas. Our network.
SGN is an award-winning employer that prioritises innovation and inclusivity, making it an excellent place for the Head of AI to thrive. With a strong commitment to employee growth, a hybrid work culture, and comprehensive benefits including enhanced family leave and a joint-contribution pension, SGN fosters a supportive environment where every team member can contribute to pioneering advancements in the gas industry. Located in vibrant cities like London, Portsmouth, and Glasgow, employees enjoy not only professional development but also a fulfilling work-life balance in dynamic urban settings.
Contact Details:
SGN Your gas. Our network. Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Helpdesk Administrator in Glasgow
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at SGN Your gas. Our network.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like SGN Your gas. Our network. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Helpdesk Administrator in Glasgow
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to SGN Your gas. Our network.:Your cover letter is your chance to shine! Tell us why you want to work at SGN Your gas. Our network. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at SGN Your gas. Our network.!
How to prepare for a job interview at SGN Your gas. Our network.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
