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The Finance Service Centre is an exciting new team within the Finance Division at ICL. Working very closely with the Payments and Transaction teams, you will provide friendly advice, guidance and other information about services provided by Finance Department and is the first point of contact for all its customers. The team also maintain, contribute and add to knowledge management documents, which are available on the Finance website, to aid internal customers.

Duties and responsibilities

You will possess:

• Positivity while being friendly and helpful.
• An excellent telephone manner.
• A can-do attitude with a good work ethic.
• Strong communication skills with experience working in a demanding customer facing environment.
• An adaptable and pro-active approach to work.
• Good attention to detail.
• The ability to multi-task, prioritise and manage time effectively to meet targets and deadlines.
• You will be providing first line finance support for College staff and external users using the College’s service management system.
• You will be resolving requests and enquiries first time and within a pre-defined time limit before escalating.
• You will be logging, and tracking enquiries and requests received over the telephone, through the Colleges Service Management tool (Service Now) and from walk-ins.
• You will identify reoccurring incidents and escalate to the Finance Service Centre Manager where appropriate.
• You will undertake relevant training to keep informed on current issues, policies, procedures in relation to customer service practices.
• You will engage in other activities that are consistent with the key responsibilities of the post at Divisional or College level, as directed by the Finance Service Centre Manager.

Essential requirements

• Recognised continuing professional development and training in customer care.


• At least six months in a Service Desk/Call Centre environment, ideally supporting a large scale and diverse environment.


• Excellent knowledge of financial systems.


• Ability to learn quickly, resolve problems first time and exercise initiative.


• Good interpersonal and organisational skills; good team player.


• Ability to communicate effectively and clearly to College staff and external customers, in writing and verbally.


• Commitment to Quality Standards and continuous improvement


• Good attention to detail


• Ability to remain calm under pressure.


• Flexible approach to duties and willing to cover for others.

Further information

This is a full time, open-ended position based at South Kensington Campus.

Should you require any further details on the role please contact: Darrell McKenzie - [email protected]

Documents

• Job Description Finance Service Centre Assistant.pdf