Helpdesk Coordinator – Nisa

£23,400 - £27,000 plus great benefits (Work level 6C)

Scunthorpe Office – We’re now working in a hybrid way, with colleagues dividing their time between home/remote working and the office once the probation period has passed. You can find out more about our hybrid working policy at colleagues.coop.co.uk/hybrid-working-policy

We’re looking for a motivated Helpdesk Coordinator to support our wider Helpdesk team’s development by providing training opportunities to help them deliver exceptional service to Nisa partners. 

In this role, you'll monitor day-to-day operations, ensuring that processes and procedures are followed with precision, always in line with legislation and business requirements. Your focus will be on keeping things simple for both colleagues and partners, while striving to improve and elevate our service standards. 

If you're passionate about helping teams grow and enhancing customer service, this is the perfect opportunity for you.

What you’ll do

• Support management and the team with queries and training to maintain high working standards and deliver best-in-class customer service.
• Build and maintain strong relationships with internal and external stakeholders, ensuring excellent customer service.
• Provide ongoing training and development to nurture team growth and capabilities.
• Streamline processes and proactively resolve issues to improve team efficiency.
• Investigate and resolve complex queries, identifying gaps in processes.
• Monitor team performance to ensure SLAs and deadlines are met, and procedures are followed.
• Lead team meetings, 1:1s, and support staff in line with Co-op Policies and Procedures.
• Manage projects, recalls, and changes, representing the team and following up on actions. 

This role would suit people who have

• Strong proficiency in IT knowledge
• Strong problem-solving and communication skills, with a focus on excellent customer service
• The skill to managing multiple priorities, working under pressure, and meeting tight deadlines
• The capability of supporting team development through training, collaboration, and mentoring
• Proactiveness in taking initiative and assisting with projects, while understanding key business areas and supporting team and management

Why Co-op? 

If you have the skills that we need, we can offer you a competitive salary and great benefits package which includes 30% off Co-op branded products in our food stores (as well as other discounts on Co-op products and services).

• An annual bonus (based on personal and business performance)
• 28 days holiday (rising to 32 with service) plus bank holidays
• A pension with up to 10% employer contributions
• Access to a subsidised onsite gym (at our Manchester HQ)
• Coaching and training to support your career development
• Wagestream – a money management app that gives you access to a percentage of your pay as you earn it
• Grocery Aid – 24/7 access to a range of emotional, financial, and practical support services for you and your family

Building a diverse environment

We’re actively building diverse teams and we welcome applications from everyone. If you have a disability, we can make reasonable adjustments to our recruitment process according to your needs. We're also part of the Disability Confident scheme, meaning we'll always offer an interview to disabled candidates who apply through the scheme if they meet the minimum criteria for a job.

We'll ask whether you’d like to be considered under the Disability Confident scheme when you apply.
If we invite you to take part in the recruitment process for any of our jobs, we’ll ask you if you need any reasonable adjustments to enable you to participate.

You can find out more about our recruitment process at jobs.coop.co.uk/apply-process

You can find out more about the Disability Confident scheme and all our commitments to diversity and inclusion at colleagues.coop.co.uk/diversity-inclusion-and-wellbeing

Please note that we may close applications for this role early.

As part of your application, you'll need to complete an online assessment. This assessment typically takes between 45-60 minutes. If you're a current Co-op colleague, this does not need to be completed.