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Helpline Administrator (9 months FTC)

Date: Nov 30, 2018

Location: Watford, United Kingdom

Company: KPMG UK

AutoReq ID137139BR
Job TitleHelpline Administrator (9 months FTC)
CountryUnited Kingdom
FunctionKPMG Business Services
Service LineFinance
Service Line InformationWith a turnover in excess of £1.5 billion and a payroll of close to 16,000 partners and staff across UK offices, our Finance team covers a huge spectrum of work. It spans everything from being closely involved in supporting the organisation's business strategy to tightly managing critical business functions like employee payroll, expenses, accounts payable and billing.

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 DescriptionOverall purpose of the job

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

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

KPMG consistently features in the Sunday Times Best Big Companies to work for, which has been recognised with a special achievement award to mark our 10 years in the Top 25. 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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