Helpdesk Customer Advisor (Part-time)

Job Description

Position: Helpdesk Customer Advisor (Part-Time)

Network Rail is seeking a dedicated Helpdesk Customer Advisor in Manchester to deliver excellent customer support across internal and external Shared Services. This part-time, 12-month fixed-term contract role involves managing high-volume queries related to payroll, recruitment, and accounts payables while providing a professional and customer-focused service. Hybrid working is available with 60% office attendance.

Key Responsibilities

• Handle queries via telephone, email, and chat regarding payroll, recruitment, and accounts payables.

• Provide updates on query progress and expected resolution, collaborating with internal teams and adhering to service level agreements.

• Deliver a positive, engaging, and customer-oriented experience representing Network Rail’s Shared Services brand.

• Build and maintain strong relationships with stakeholders, contributing to a customer-centric culture.

• Identify process improvements through daily/weekly focus groups and support operational responsibility.

• Work within a busy environment, managing multiple queries efficiently and accurately.

Skills & Experience Required

• Strong customer service orientation with the ability to resolve issues promptly and professionally.

• Comfortable navigating multiple systems and technologies.

• Payroll knowledge or experience in managing payroll-related queries.

• Exceptional attention to detail and adherence to policies and regulations.

• Excellent verbal and written communication skills.

• Professional telephone manner and ability to manage challenging conversations positively.

Desirable Skills

• Experience in shared services or ORACLE eBusiness Suite.

• Degree-level education or equivalent.

Working Hours & Location

• Helpdesk operates 8am–6pm Monday to Friday; every other week until 8pm.

• Manchester Square One office, 5-minute walk from Manchester Piccadilly Train Station.

• Hybrid working: 60% office-based, remainder from home.

Training & Development

• Continuous learning and self-development supported with role-specific training.

• Regular 1-1s with managers, access to further study, and professional growth opportunities.

Benefits

• 28 days annual leave plus bank holidays, with buy/sell options.

• Pension schemes and enhanced maternity/adoption leave.

• Up to 75% discount on leisure and commuter rail travel, interest-free travel loans.

• Healthcare schemes, GymPass, cycle-to-work schemes, and shopping discounts.

• Flexible/hybrid working and volunteer leave opportunities.

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Job Summary

Network Rail is hiring a Part-Time Helpdesk Customer Advisor in Manchester. The role manages payroll, recruitment, and accounts payables queries, delivering exceptional service to internal and external customers. Hybrid working is offered. Candidates should have strong customer service skills, payroll knowledge, attention to detail, and excellent communication skills.

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FAQs

1. What is the contract type?
   12-month fixed-term, part-time role.

2. Where is the office located?
   Manchester Square One, 5-minute walk from Piccadilly Station.

3. Are there opportunities for professional development?
   Yes, training, mentoring, and study support are provided.

4. Is hybrid working available?
   Yes, 60% office-based and 40% remote.

5. What are the benefits?
   28 days annual leave, rail discounts, pension, healthcare, gym, cycle-to-work, volunteer leave.

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Expert Analysis

This role suits detail-oriented, customer-focused individuals with experience in payroll and shared services. Strong communication skills and the ability to navigate multiple systems are essential. Hybrid working provides flexibility, while the structured training program and comprehensive benefits package make this an attractive opportunity for career growth within Network Rail.

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Location & Logistics Guide

Work from Manchester Square One, M1 2NY, in the city centre with excellent public transport links. Hybrid working allows partial remote work. Address: Manchester Square One, M1 2NY, United Kingdom. Google Maps: https://goo.gl/maps/FyD5x2tHq5B2

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Career Path

A Helpdesk Customer Advisor can progress to Senior Customer Advisor, Shared Services Specialist, or Payroll/Accounts Coordinator roles. Career advancement opportunities include supervisory positions, specialist functions in payroll or HR, and leadership positions within Network Rail’s customer service or shared services departments.