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Sales & Service Help Desk Advisor

Attractive Salary and Benefits

Minimum 22.5 hours to 36.5 Hour week (Hybrid)

Newtownabbey

Part- time or Full-time hours available

Who are we?

At Henderson Group, we are proud to be Northern Irelands leading foodservice provider. Our group encompasses Henderson Wholesale, Henderson Retail, Henderson Foodservice and Henderson Group Property. We employ over 5,500 staff and have been placed 5th in Ulster Business Top 100 Companies 2024.

We're a family-owned team that cares about our people and the community in which we live. Our leaders care about employees and our employees succeed together and celebrate the success of others. We are interested in your aspirations, interests and skills and we strive to support and inspire you to do well.

A look into the role

Henderson Food Service is the leading supplier to the food service industry in Ireland. We source and supply a range of thousands of products to customers including hotels, restaurants, and public sector organisations such as hospitals and offices.

Following another year of record growth, our team continue to exceed targets and deliver sales across N.I. and R.O.I last year. Our team will offer you a positive and supportive environment to enjoy success within our market leading brand.

We achieved Gold accreditation against the Investors in People standard framework in 2020 in recognition of people management excellence and our commitment to investment in people.

The Purpose of the role:

Working on our helpdesk you will deliver an exceptional customer experience through both inbound and outbound customer interactions, ensuring accurate order processing and efficient resolution of customer enquiries.

The role is responsible for identifying customer needs, promoting relevant products and services, and maximising sales opportunities through effective upselling and cross-selling of promotional offerings.

Youll play an important part in creating a friendly and helpful experience for customers, building strong relationships and helping them feel confident in the products and services we offer.

Working as Sales & Service Help Desk Advisor you will:

Customer Service & Sales

• Deliver exceptional customer service on every interaction, ensuring accurate order processing, effective query resolution, and identification of sales opportunities.
• Manage both inbound and outbound customer calls, maintaining high service levels and responsiveness at all times.
• Proactively contact customers according to an assigned call schedule to obtain orders, update customer information, and maintain regular engagement.
• Accurately enter customer orders onto internal systems, ensuring attention to detail and efficiency.
• Build strong relationships with customers, developing an understanding of their businesses and anticipating their requirements.
• Promote new products, special offers, and promotional campaigns to maximise sales and enhance the customer experience.
• Identify opportunities to upsell and cross-sell products that meet customer needs and add value.
• Handle customer enquiries professionally, resolving issues promptly or escalating where appropriate.

Teamwork & Collaboration

• Work collaboratively with fellow Telesales Advisors to achieve team objectives and maintain excellent service standards.
• Develop effective working relationships with Sales Representatives to understand shared customers and support sales growth.
• Participate in product training, supplier demonstrations, and promotional events to build product knowledge and commercial awareness.
• Liaise with colleagues across departments to resolve customer queries relating to products, stock availability, deliveries, and other service issues.
• Support the Customer Service Desk and other teams in delivering positive customer outcomes.
• Contribute to a positive team culture by sharing knowledge, supporting colleagues, and working together to achieve business goals.

Stakeholder Relationships

• Collaborate closely with internal departments, including Sales, Customer Service, Logistics, and Trading, to ensure customer needs are met efficiently.
• Build and maintain strong customer relationships, acting as a trusted point of contact and ambassador for the company.
• Provide customers with accurate information, product recommendations, and timely updates to support their business needs.

Skills for Success

Joining us as Sales & Service Help Desk Advisor the minimum criteria youll need is:

• A minimum of 6 months' experience in a customer service, contact centre, or inbound/outbound call handling environment.
• Proficiency in Microsoft Office applications, including Outlook, Word, and Excel.
• A good understanding of GDPR requirements and a commitment to handling customer information securely and confidentially
• Highly accurate and detail-oriented, with strong data entry skills

The Attributes youll need include:

• An excellent communicator, with the ability to build positive relationships and engage confidently with customers and colleagues.
• Customer-focused, committed to delivering outstanding service and creating positive customer experiences.
• Motivated and results-driven, with a proactive approach to achieving individual and team goals.
• Highly organised, able to manage multiple tasks effectively and prioritise workload in a fast-paced environment.
• Detail-oriented, ensuring accuracy and quality in all aspects of work.
• A collaborative team player who enjoys working with others to achieve shared objectives.

It is Desirable if you have:

• A degree or equivalent qualification.
• At least 1 years experience within a customer service role in an FMCG (Fast-Moving Consumer Goods) environment.
• Knowledge or experience of the foodservice sector.
• Experience using CRM systems and customer management software.

Are we right for you?

As part of this role, it will be important that you feel aligned with the values that we live and work by.

Ambition We always strive to be better. We seek new challenges and look for ways to do things better.

Customer First We provide exceptional service. We put customers at the heart of everything and support our communities.

Teamwork We succeed together. We help colleagues to succeed, and we share our knowledge and skills.

Integrity We are fair, honest and ethical. We treat everyone with dignity and respect. We are inclusive and champion diversity.

The Reward

The impact you can make with Henderson Group goes far beyond your day to day. You will be part of a business supporting defibrillator installations and school sports days. In the last year Henderson group staff and retail stores raised over £1 million for charity partners.

You will have the balance necessary to enjoy your job and your life. We will help you to feel proud of what you do and achieve. And we will be here to celebrate your success.

Our business has been recognised externally for delivering excellence in employment. We value employee development and heavily invest in our people.

Benefits include market competitive salary, contributory pension scheme, healthcare, life assurance, employee assistance programme, social club, Reward Gateway Employee Recognition & Discount Scheme throughout UK/Ireland, staff discount (grocery/fuel) at SPAR/EUROSPAR Henderson Group company-owned stores and many more.

This role is available on either a part-time basis (22.5 hours across 3 to 5 days) part time hours will be discussed with successful candidate or up to full-time 36.5 hours. Working hours will be 9:00am-5:00pm Monday to Thursday and 9:00am-4:00pm Friday. Hybrid and flexible working arrangement available. Weekend shift work will be required on a rotational basis, shared across the team.

If you'd like to speak with us before making your application, our Talent Acquisition Specialist - Joanne McClelland would be happy to have a confidential chat with you about the role on offer

*Applicants should note that we reserve the right to apply the desirable criteria if required at shortlisting stage

Completed applications must be submitted online by midnight on Sunday 5th July 2026.

We are an equal opportunities employer.

WHJS1_NI

Customer Support Advisor | North Baddesley | £13.03 per hour + Free Parking + Free Refreshments + Casual Dress | Full-Time | 3-4 Month Contract

Are you an experienced Customer Support Advisor with a passion for delivering outstanding customer service across phone, email, social media, and online channels Do you thrive xwzovoh in a fast-paced environment where problem-solving, attention to detail, and custo.

Client Support This well-established Technology company is experiencing steady growth as they continue their expansion.

They have an exciting new opportunity in their Customer Support team , which operates a very friendly, collaborative and open working model. xwzovoh Thecompanyhasaveryhighlevelofemployeeengagement and works with a number of large UK customers.

As well as daily client interaction , the team l.

Customer Support Engineer

All candidates should make sure to read the following job description and information carefully before applying.
Hours:  Part time, 20 hours per week, Monday – Friday 8am - 12pm (4 hours per day)
Contract:  Fixed term role until 31 March 2027
Salary:  £30,500 - £32,000 per annum, pro rata (£16,500 per annum for part time hours) plus Benefits
Location:  Edinburgh, Belfast, Cardiff, Salford or London. The employer operates in a hybrid pattern, combining home working with attendance at the office.

About the Employer
Our client is the UK’s leading charity for film in education and the community. They provide screen industry careers information and advice, support young filmmakers and bring the power of moving image storytelling into classroom teaching.

The charity also runs their annual Film Festival which enables more than 400,000 pupils to visit the cinema for free, and their Film Awards – the UK’s leading showcase for young filmmaking talent. 

The core programme is free for UK state schools, colleges and other youth settings, thanks to support from the BFI, awarding National Lottery good cause funding, and through other key funders including Cinema First and Northern Ireland Screen.

Their vision – Film enriches the life of every child and young person.
Their mission – To inspire and support young people to learn, and to realise their creative, cultural and career aspirations, through film and the moving image.

Role Summary

The main function of the Customer Support Engineer (“CSE”) role is to ensure those who choose the organisation receive the most positive support possible. So, the CSE will play a key role in the product strategy, demonstrating a commitment to high retention of account holders.

The role exists as the front line of customer technical support for users of the organisation's online offer, including the educator, club member, and online learning websites.

The CSE supports organisations, film clubs, educators, young people, and other account holders on their journey from recruitment to brand advocate. The CSE also plays a key role in monitoring issues and account activity, analysing these to inform new features and opportunities for the organisation.

Main Responsibilities:

• Provide customer service and manage support queries from users of products and services, including cases from info@ and support@ email inboxes, phone calls, live chat, etc., via Salesforce, a Customer Relationship Management system (“CRM”)
• Troubleshoot and where necessary escalate technical issues to the Customer Support Engineer Coordinator and/or digital team via JIRA ticketing application
• Participate in rota for answering the main phone line
• Ensure that support documentation, including user-facing Frequently Asked Questions (FAQs), Knowledgebase (KB), and other website pages, are updated and developed to include the latest solutions for issues encountered by the organisation's users
• Assist with detailed reports on customer service issues utilising the CRM, including issue type and frequency
• Assist with creation and distribution of support-focused surveys of the organisation's users
• Assist with onboarding and provide escalation support should demand require outsourcing to service vendors or contractors
• Assist Customer Service Engineer (Coordinator) on projects and work areas defined by the Head of Product and Technology
• Any other reasonable duties assigned by the employer.

General Responsibilities:

• Commitment to quality internally and in all dealings with stakeholders including teachers, children and young people, industry partners, funders, supporters, parents and carers, and members of the public.
• Commitment and active participation in helping the organisation live its EEDI values and ethos through everything it does.
• Contribute to long term planning to ensure growth in line with demand and resources. Contribute to the regular monitoring and evaluation of the organisation's work.

Person Specification:

Minimum Requirements:

• Excellent customer relationship and service management skills
• Exceptional communication skills (verbal and written)
• Excellent time and project management skills, including an ability to prioritise and plan to maximise efficiency
• A good understanding of Salesforce or similar CRM, including service measurement tools, analytics, metrics and insights
• A good understanding of the education market and curriculum (formal and informal)

Desirable:

• Familiarity with the Microsoft Office Suite (Office 365)
• Salesforce case management experience (Service Cloud)
• A love and knowledge of film

All staff work in a hybrid pattern, combining home working with attendance at their local and national office when required, along with some travel across the UK, as appropriate to the role.

The charity is open to flexible working models wherever the role allows, including working compressed hours. 

They also offer a range of staff benefits and perks, including: 

• Annual Leave – 28 days (full time/pro-rata), including 3 days to cover office closure between Christmas and New Year.   
• Pension – matched up to 5% of salary (2% above statutory employer contribution).   
• Flexible working including compressed hours, job share etc. – all applications favourably considered, approval will be at the discretion of the charity.   
• Enhanced parental/paternity/shared parental leave.   
• Interest-free non-essential study loans.   
• Interest-free bike/scooter/travelcard loan.  
• Employee Assistance Programme (EAP) – 24/7 confidential wellbeing support, advice and guidance.   
• Wisdom health insurance cover – non-contributory (apart from employee tax contribution). 
• BenefitHub portal - offering discounts on healthcare, wellbeing products, and lifestyle products and services.

All employees regularly working with children and member data are required to undertake and maintain enhanced DBS clearance (and/or Access NI check or Disclosure Scotland check, depending on working location), acquired at the employers expense; employment is dependent upon this.

Closing:  10:00am, Tuesday 30th June 2026 (BST)
Interviews will be held between 14th and 15th July 2026.

Interested?

Please click the job board apply button to be taken to the next stage where you can find out more information and complete your application by following the instructions (you may need to scroll down). xwzovoh

No agencies please.

Avondale Foods is a leading food manufacturing company of Fresh and Chilled products supplying leading retail businesses including Marks & Spencer, Waitrose, Dunnes, Morrisons, Aldi & Lidl throughout the UK & Ireland.

Manage direct customer contact for day-to-day queries, forecasts, complaints and product updates while taking ownership of weekly performance summaries for all customer accounts. Support the Customer Account Manager and M&S Account Manager with joint business planning, seasonal launches and promotional activity and proactively track commercial risks such as chargebacks, shortages, OTIF and compliance issues, working cross-functionally to resolve them.

Key Responsibilities

• Attend regular customer calls with the M&S Account Manager.
• Prepare customer-ready presentations, reporting packs and meeting notes.
• Respond directly to M&S day-to-day queries.
• Support NPD meetings, critical paths and launch tracking with M&S teams.

• Produce reports using internal and external data sources
• Analyse data reports and trends and present findings
• Carry out store visits and complete product benchmarking and pricing surveys
• Use customer portals and data source points / manage Brandbank system
• Investigate customer issues to completion
• Visit customers and attend customer meetings in GB
• Represent Avondale Foods in customer calls and meetings and in delivering presentations
• Contribute to the development of a culture of Integrity, collaboration do the right thing approach in all interactions.
• Ensure Food Safety compliance with company policies and regulatory requirements to remain audit-ready at all times.

KPIs for this role:

• OTIF performance for M&S
• Accuracy of weekly EPOS and forecast reporting
• Timeliness of response to customer queries
• Reduction in chargebacks / compliance issues

Essential Criteria

• Experience in FMCG customer account support, supply chain coordination, or customer service within a retailer or manufacturer.
• Strong commercial awareness understanding of margin, profitability and supply chain metrics.
• Ability to communicate confidently with buying, supply chain and technical teams.
• Comfortable representing the business in customer calls and meetings.

• Ability to escalate risks early and manage solutions cross-functionally
• Proficient in Microsoft Office suite
• Valid Driving Licence

Desirable Criteria

• Strong organisational skills with the ability to manage multiple priorities and deadlines
• Excellent written and verbal communication skills
• Ability to analyse data and produce reports
• Proactive problem-solving skills with a customer-focused mindset
• Confidence in working cross-functionally with sales, operations and logistics teams
• Strong attention to detail and accuracy in administrative tasks
• Ability to build and maintain strong relationships with customers and internal stakeholders
• Experience supporting projects such as product launches, promotions, or process improvements
• Adaptability and ability to work in a fast-paced environment

• Third level education in Sales / Marketing or relevant subject

• Experience in a customer facing role

Skills:
Administration Customer Service Sales Administration Contacting customers

Benefits:
Wellbeing initiatives Subsidised canteen Pension Medical Aid / Health Care

WHJS1_NI

Pay: £28,000.00 - £35,000.00 per year.

Hybrid working (3-days per week in the office)

The Role

Our client is looking for a technically capable and detail-oriented Customer Support Executive to join their team. This is an individual contributor role focused on resolving technical and product-related issues raised by users of their software. You will be the engine behind the support function investigating problems, co-ordinating with internal teams, and driving issues through to resolution.

This role suits someone who takes pride in clear, thorough diagnosis, is comfortable working with both customer facing and technical teams, and who wants to develop deep expertise in a software and consultancy environment.

This role will suit somebody with a desire to drive positive change in social sustainability, ready to play a key role in the continued growth of the company as part of a small but agile team. The successful candidate will play a pivotal role in helping customers report their positive impact on society.

Key Responsibilities

Report to the Head of Customer Success your performance against objectives and targets

Take full responsibility for managing Help Desk enquiries from our customers, ensuring quick, thorough, and empathetic responses

Own the end-to-end lifecycle of support tickets from intake and triage through to resolution and closure

Prioritise and manage a queue of open issues, ensuring SLAs are met and critical problems are escalated promptly

Investigate and diagnose product issues, reproducing problems and identifying root causes

Co-ordinate with engineering, product, and success teams to drive resolution of complex or recurring issues

Co-ordinate with success managers on communication with clients for more complex issues.

Identify patterns in recurring issues and work with product and engineering teams to address root causes and reduce ticket volume

Provide structured feedback to the product team based on support trends, bugs, and usability issues observed in the field

Maintain clear and accurate records of issues, investigations, and outcomes in the support platform and CRM

Contribute creative and innovative ideas to the team, challenging existing methods and contribute to the development and continuous improvement of support workflows, tooling, and documentation

Build and maintain internal knowledge base articles, troubleshooting guides, and runbooks to improve resolution speed and consistency

Track and report on key support metrics including response times, resolution rates, and SLA compliance

Person Specification

Essential knowledge & experience:

25 years of experience in a technical support, application support, or software helpdesk role

Strong analytical and problem-solving skills, with the ability to diagnose issues methodically

Clear and professional written communication skills able to document issues, investigations, and resolutions accurately

Experience working with support or ticketing platforms (e.g. Hubspot, Zendesk, Jira Service Management, Freshdesk)

Comfortable working cross-functionally with success, engineering and product teams

Organised and self-directed, able to manage a queue of concurrent issues independently

Desirable knowledge & experience:

Familiarity with the concept of Social Value in public sector procurement

Adept user of the HubSpot CRM

Experience supporting enterprise SaaS or bespoke software products

Experience writing technical documentation or knowledge base content

Skills:
Technical Support Analytical And Problem Solving Ability to Prioritize Collaborate Organised and self-directed

Benefits:
Company Bonus Company Events Hybrid working Purpose driven business Rapidly growing business

WHJS1_NI

• The chance to use your electronic knowledge to help global companies with product support
• Perfect opportunity for Graduates or Apprentices with an electronics qualification
• Extensive training provided
• Some exciting international travel opportunities

Are you someone who genuinely loves electronics - not just on paper, but in practice? Do you enjoy getting into the detail of how things work, and then ex.

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