Helpdesk Advisor

Brook Street are delighted to be supporting our public sector client in their recruitment for Help desk Advisors based in Glasgow.

Job details:
Type - Temporary
Duration - March 2026 with possibility of extension
Start date - ASAP
Location - Glasgow (central to city centre)
Hybrid - 3 days office based and 2 days home working
Hours of work - Monday to Friday
Rate of pay - £12.36 per hour, paid weekly. Increasing to £14.24 after 12 weeks.

Job description:
The role of a UKSV Help desk Advisor will require collaborative working within UKSV and across the vetting enterprise. You will be the initial point of contact and the voice for UKSV - you will be responsible for assisting our customers and applicants with a range of vetting queries over a variety of different channels and be our first point of contact for any customer enquiries and 1st tier complaint escalations.

As a Helpdesk Advisor, the key requirements of your role will include but not be limited to:
Being the face of UKSV and first point of contact resolution for UKSV customers through all access channels for all enquiries, providing professional advice and assistance relating to the delivery of UKSV services
Processing high volumes of customer enquiries via telephone, email and digital channels, without compromising quality

Problem solving and achieving positive outcomes for customers in a timely manner
Consistently delivering to customer service Key Performance Indicator targets and service standard targets, taking a proactive and positive approach to Customer Care and ensuring satisfaction
Carrying out all administration functions relative to customer services effectively and within agreed service standards. This includes accurately recording, storing, inputting and updating information into the relevant IT system and ensuring all records and systems are up to date
Promoting and maintaining excellent customer relationships, adopting a customer focused approach at all times

Essential:
Excellent verbal and written communication skills
Ability to organise and prioritise shifting workload depending on demand A positive attitude to customer service and personal development
Ability to work in a fast-paced, target-focused environment
Excellent IT skills, including knowledge and experience of Microsoft Office and Google Suite
Ability to handle enquiries across various operating platforms
Ability to multitask, prioritise and respond to a changing workload in a fast paced environment

Required:
Must be able to commute to Glasgow city centre
Must be able to work full time
Must be able to provide full right to work in the UK including photo ID (Passport or driving licence accepted)
Must be able to provide reference details for the last 3 years

Brook Street is proud to support the Armed Forces Covenant and as such, we guarantee to interview all candidates who are veterans or spouses/partners of military personnel, and who meet all the essential criteria for the vacancy.

As a Disability Confident Leader, and holder of the Gold Award status from the Defence Employer Recognition Scheme, Brook Street, as a supplier to the Public Sector Resourcing Framework (PSR), will offer you a guaranteed interview with a PSR Sourcer.

Should you identify as a candidate with a disability and/or as a veteran or spouse/partner of military personnel and meet all the essential criteria for the role, we encourage you to reach out to us via the Brook Street website. Here you will find a link to register your interest and state the role that you are interested in. We are committed to engaging with you.

In cases where we have a high volume of ex-military candidates/military spouses/partners, who meet all of the essential criteria, Brook Street will interview the best candidates from within that group.