Helpdesk Co-ordinator

Helpdesk Co-ordinator – Scunthorpe (Hybrid)

Position: Helpdesk Co-ordinator (Work Level 6C)

Agency: Supportive Bridge Staffing Agency

Location: Scunthorpe (Hybrid Working)

Salary: £28,574 per annum + annual bonus 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 an experienced and talented Helpdesk Co-ordinator for their growing Partner Support team.

In this vital hybrid role, you will oversee the daily operations of the Helpdesk, managing inboxes and effectively delegating work across the team. You will handle complex partner issues, support team training, manage product recalls, and ensure a 'best-in-class' service is delivered to wholesale partners.

Key Responsibilities

• Helpdesk Operations: Manage Helpdesk and reception inboxes, delegating tasks and monitoring team performance to maintain exceptional service standards.

• Complex Problem Solving: Handle and resolve advanced queries and issues raised by wholesale partners, collaborating closely with logistics partners like DHL.

• Team Development: Support the training, mentoring, and coaching of team members and create clear, user-friendly process guides.

• Product Recalls: Oversee the initial stage of product recalls and ensure all resolution activities are accurately recorded.

What We’re Looking For

• Experience: Proven customer service background combined with experience in training, mentoring, or coaching team members.

• Attributes: Strong IT skills, excellent problem-solving capabilities, the ability to manage multiple priorities, and great communication and relationship-building skills.

• Working Pattern & Hybrid Setup: Full-time (Monday to Friday) with hybrid working—you will spend a minimum of 2 days per week in the office, with the remainder working from home. The role includes working approximately 2 Saturdays per month and participating in a bank holiday rota.

Why Join Us? (Benefits & Perks)

• Competitive Salary: £28,574 per annum plus an annual performance and business-based bonus.

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

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