Helpdesk Advisor

Helpdesk Advisor – Scunthorpe (Hybrid)

Position: Helpdesk Advisor (Work Level 6C)

Agency: Supportive Bridge Staffing Agency

Location: Scunthorpe (Hybrid Working)

Salary: £25,430 per annum + annual incentive scheme

Contract Type: Permanent, Full-Time (37.5 hours per week)

About the Role

Supportive Bridge Staffing Agency is proud to partner with Co-op Wholesale in Scunthorpe to recruit a talented Helpdesk Advisor to join their growing Partner Support team.

In this vital hybrid role, you will provide exceptional daily support to both the Helpdesk and Reception, ensuring partner and consumer queries and complaints are handled, logged, and investigated promptly via telephone or email. You will collaborate closely with the wider team and partners like DHL to maintain high service standards and reach effective resolutions.

Key Responsibilities

• Partner Support: Assist with internal and external partner and consumer queries and complaints via telephone and email.

• Query Management: Ensure all issues are logged and investigated promptly, working collaboratively with the team to maintain a high call pick-up rate.

• Relationship Building: Maintain strong, professional relationships with partners and key stakeholders (such as DHL) to achieve swift resolutions.

• Customer Service: Deliver outstanding, helpful service to Co-op Wholesale partners, making sure their daily operational needs are consistently met.

What We’re Looking For

• Experience: Strong customer service background with proven skills in managing interactions via telephone and email.

• Attributes: The ability to manage multiple priorities under tight deadlines, excellent communication and relationship-building skills, and good general IT proficiency (e.g., Microsoft Outlook).

• Working Pattern & Hybrid Setup: You will spend the first 3 months in the office for training, after which you can work from home 3 days per week. The working pattern includes working approximately 1 in 4 Saturdays and participating in a bank holiday rota.

Why Join Us? (Benefits & Perks)

• Competitive Salary: £25,430 per annum plus an annual performance-based incentive scheme.

• Generous Leave: Starting from 28 days of holiday per year plus bank holidays (rising to 32 days with service).

• Colleague Discounts: 30% off Co-op products and 10% off other brands.

• Financial Flexibility: Stream app access for early access to a percentage of your pay as you earn it.

• Pension Scheme: Up to 10% employer contributions.

• Wellbeing Support: Comprehensive virtual healthcare services (including GP appointments, mental health support, and nutrition/fitness advice) plus a 24/7 colleague support service.

• Career Growth: Full training, career development resources, and a cycle-to-work scheme