Helpline Administrator - 12 month FTC 1 Watford, East of England, England
Job description
Job details
Location: Watford
Capability: KPMG Business Services
Experience Level: Associate/Assistant Manager
Type: Full Time or Part Time
Service Line: Finance Operations
Contract type: Fixed term contract
Job description
To work on a busy helpline, supporting all staff in UK based offices on the use of KPMG’s core Finance and Engagement Management systems.
The helpline is contactable from Monday to Friday between 8.30am and 6pm and operates a staff shift system that currently rotates through weekly shifts of 8.30-4.30, 9-5, 9.30-5.30 and 10-6 with a 1 hour lunch break, but this shift pattern is subject to change.
Main duties and responsibilities
The Helpline Administrator faces a steep learning curve as a new joiner and the following tasks and skills would be required after on-the-job training:
- To work as part of a team to provide a best practice model of customer service, meeting the required KPI and SLA targets
- To be able to effectively train and coach staff on all aspects of the financial and engagement management systems, as required
- To maintain a constant awareness of business and political issues; keeping up to date with relevant IT skills, system development, software enhancements, policy decisions and newly recommended procedures
- To develop trouble shooting skills; establishing and investigating problems and finding resolutions, ensuring customer satisfaction
- To liaise with other areas of European Finance, the client facing functions and IT Services to investigate issues that cannot be resolved immediately. Discussing possible workarounds and following up solutions, as required
- To maintain a constant level of in-depth understanding of financial information, its interpretation and use in all situations using best practice reporting parameters and manipulation of formulae
- To gain a full understanding of the client structure
- To gain a full understanding of the links between the finance and engagement management systems used by the firm.
- The derivation, calculation and interpretation of the firm’s Key Performance Indicators
- To contribute to the knowledge base of all current procedures, rules and policies defined by the firm to ensure correct advice is provided at all times
- An understanding of the rest of UK Finance’s processing procedures and Service Level Agreements
- To provide assistance to Helpline colleagues, sharing knowledge and working through problems and solutions together, where appropriate
- To maintain a call logging system, monitoring calls carefully and logging them accurately to enable effective call analysis
- To update Helpline working practices and procedural documentation to reflect on-going changes
Key aspects:
The role of the Helpline Administrator is a high profile one. The Finance & EM Helpline is the front line for UK Finance and must remain professional and courteous at all times. Those applying to join the team should possess the following qualities:
- Excellent verbal and written communication skills
- A background in customer service is preferable
- Commitment, flexibility and reliability is essential
- A good level of computer literacy
Why KPMG Business Services at KPMG?
Every day our firm performs better because of how we work together, as one team, each the best at what we do. The difference we make shines through to our people and our clients. We’re KPMG Business Services (KBS). We’re a cross-functional team, bringing together experts across a wide range of critical activities which help to grow, run and protect our business. From HR and Learning, Finance, Procurement, Facilities and Operations, through to Risk and Legal, Corporate Affairs, and Market Development, our approach is focused on driving the improved performance of the firm. We work shoulder to shoulder with our client-facing teams and we focus on delivering our services in ways which help to drive efficiency, improve quality and enhance our firm’s brand and reputation.
Read about KPMG Business Services
