Help Desk Advisor
Attractive Salary and Benefits
36.5 Hour week (Hybrid)
Newtownabbey
Who are we?
At Henderson Group, we are proud to be Northern Ireland’s 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 provide vital support to our school meals kitchens. You will be the first point of contact to your own group of cooks, chefs, catering managers, giving you lots of opportunity to build relationships and rapport.
Your success will depend on exceptional listening skills and a keen ability to understand customer needs.
You will be responsible for accurately processing orders while delivering outstanding customer service and support.
You’ll be the voice of Henderson Foodservice, maintaining a professional and friendly phone manner. Up-front, helpful, and full of product knowledge. We will provide you with training and ongoing information so that you’re up to date on our products and promotions.
Working as Help Desk Advisor you will:
* Key in customer orders accurately into the system.
* Update customers regarding order delays, substitutions, or out-of-stock items.
* Handle inbound calls from customers, suppliers, and internal teams.
* Maintain accurate customer records and contact information.
* Monitor and respond to email inquiries promptly and professionally.
* Follow up on urgent or priority orders to ensure timely fulfillment.
* Provide product information and suggest alternatives when stock is unavailable.
Skills for Success
Joining us as Help Desk Advisor the minimum criteria you’ll need is:
* Minimum of 6 months’ experience in customer service or inbound/outbound call handling.
* Proficient in Microsoft Office applications.
* Strong knowledge of GDPR regulations with a commitment to handling customer data ethically and securely.
* Proven ability to input data quickly and accurately with excellent keyboard skills.
The Attributes you’ll need include:
* Excellent communication skills with the ability to engage effectively at all levels.
* Customer-focused mindset, ensuring service excellence in every interaction.
* Driven and results-oriented, with enthusiasm for achieving success.
* Proactive and organised, able to use initiative and prioritise tasks effectively.
* Strong attention to detail, ensuring accuracy and quality in all work.
It is Desirable if you have:
* GCSE level (or equivalent) including Maths & English at Grade C or above
* Knowledge of foodservice Sector
* Familiarity with CRM Systems
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 is a full-time position working 36.5 hours per week. Working hours will be 9:00am-5:00pm Monday to Thursday and 9:00am-4:00pm Friday. Hybrid working arrangement available.
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 - email joanne.mcclelland@henderson-group.com to get in touch.
*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 Sunday 31st August 2025
We are an equal opportunities employer.