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 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 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.
You’ll 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 you’ll 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 you’ll 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 - email [email protected] 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 on Sunday 5th July 2026.
We are an equal opportunities employer.
