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Switchboard Operator

Date: Nov 26, 2018

Location: Birmingham, United Kingdom

Company: KPMG UK

AutoReq ID139890BR
Job TitleSwitchboard Operator
CountryUnited Kingdom
LocationBirmingham
FunctionKPMG Business Services
Service LineFacilities
Service Line InformationIn Facilities, the business looks to us to ensure that KPMG offices across the UK have the high quality inspirational premises and services they need to create a safe, efficient, innovative and cost-effective business environment.
We’re committed to supporting the development of our people and providing them with the necessary skills to pursue any opportunities and where relevant, we encourage our people to achieve professional qualifications.

KPMG OverviewKPMG is part of a global network of firms that offers Audit, Tax & Pensions, Consulting, Deal Advisory and Technology services. Through the talent of over 16,000 colleagues, we bring our creativity and insight to our clients’ most critical challenges.

With offices across the UK, we work with everyone from small start-ups and individuals to major multinationals, in virtually every industry imaginable. Our work is often complex, yet our vision is simple: to be the clear choice for our clients, for our people and for the communities we work in.

Job Description
Job Title: Switchboard Operator
Role type: Perm
Reports to: Switchboard Supervisor
Dept: Facilities
Working hours: Part time – Thursdays and Fridays 7 hours per day (shifts between 7.30am and 6pm)
Location: Birmingham
Grade: E1


Purpose:

Facilities provides premises and workplace support services including the acquisition, disposal, management
and maintenance of its portfolio comprising in excess of 1.4m square feet in 22 locations and support services including the provision and management of accommodation, catering, vending, mail delivery and collection, records management, switchboard and directory services, reception, hospitality and meeting room support,
health and safety compliance, premises security and business continuity.

The switchboard operator will assist their management team and is responsible for processing all calls received through the main switchboard in a courteous and professional manner, demonstrating the highest level of client service at all times. To provide a first class award winning service that supports the business in securing and maintaining our clients and in accordance with the KPMG brand / operational guidelines.

Main Accountabilities:

- Provide an excellent service whilst representing the firm in all transactions.
- Be proactive in ensuring their understanding of the business, the operational structure and the key contacts.
- Understand the internal systems referenced to obtain contact data and reference material to perform the role effectively and efficiently.
- Process enquiries in a courteous and professional manner at all times and in accordance with the current operating model, orally and written.
- Participate in the team rota to ensure all operating hours are fully sourced to secure the desired client experience at all times.
- Participate in activities designed to positively market Facilities Switchboard, raising the profile and importance of this service within the business.
- Be proactive in identifying opportunities to improve the switchboard tools and resources referenced in role.
- Participate in exercises that assist in identifying all opportunities to further develop the service, the team and/or the individual e.g mystery callers.
- Assist the Supervisor/Team Leader in any other duties that may be deemed within scope of the role
- Keep all administrative tasks up to date
- Share knowledge and best practice with the team
- Actively participate in all developmental opportunities
Qualifications, Skills Key Competencies:

- Proficiency in using Switchboard Directory System (SDS) preferred but not essential.
- Good oral and written communication
- Professional, courteous and positive manner
- Some flexibility regarding working hours
- Smart, presentable appearance
- To be educated to GSCE level (or equivalent) standard including English and Maths
- Attention to detail whilst continuing to deliver high standards of service during busier periods and within strict operating models.
- Understanding of the firm’s structure and business activities
- Able to demonstrate the Global Behavioural Capabilities required for the grade/role
- Able to demonstrate the KPMG Values and Attributes

Experience:


- Previous experience working for a large organisation in a customer services related role

Our DealIf the chance to work with interesting clients and innovative technology wasn’t rewarding enough, we’ll motivate you in other ways too. At KPMG you can expect real responsibilities and opportunities to grow professionally.


‘Our Deal’ sets out all the different ways you’ll be rewarded at KPMG. Among other things you can benefit from honest conversations about your career as well as a range of other rewards. In all these ways and more, we have created an environment that can bring out the best in you.

Flexible WorkingWhile some of our client-facing professionals can be required to travel regularly, and at times be based at client sites, we are supportive where possible of helping you to achieve a balance between your home and work demands.

We are happy to discuss individual requirements and our range of flexible working arrangements could be of interest. Furthermore, as part of the recruitment process, we can put you in touch with people who work flexibly so you can understand from them what our culture is like.

Applying with a DisabilityKPMG are proud to be an inclusive, equal opportunity employer and we seek to attract and retain the best people from the widest possible talent pool. As a member of the Business Disability Forum we're committed to ensuring that you are treated fairly throughout our Recruitment Process. Should you be successful after the initial application stage, please discuss any reasonable adjustments that you may require, with your recruitment contact.

KPMG's commitment to diversity

We are proud of the value we place on individuality; we want you to bring your full self to work and truly maximise your potential. We believe that your individuality helps us to deliver the best results for our clients. Diversity of background, diversity of experience, diversity of perspective - that's the KPMG difference. But, don't take our word for it, find out more about diversity at KPMG.



Returning to work after a break
At KPMG, we appreciate that returning to work after an extended career break can be daunting. We understand that those with experience who have taken a career break have a wealth of experience and knowledge to offer our organisation, which helps us to achieve our business goals. We will support you to refresh your skills, develop your confidence and provide a supportive network across the firm to help you best integrate into the working environment. This role welcomes applications for individuals who have been out of work for 18 months or more and who have previous relevant experience.

Policy for Agencies

KPMG has a commitment to sourcing candidates directly and as such we do not accept speculative CV’s from agencies. Please check here to see our policy on agencies: Policy


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