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Helpline Administrator

Date: Jul 10, 2019

Location: Watford, United Kingdom

Company: KPMG UK

AutoReq ID145972BR
Job TitleHelpline Administrator
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 Deal

Flexible Working

Our employees have many varied work schedules to suit their individual needs!

Our intelligent working options range from role sharing and flexible start and finish times, to home working and more informal arrangements agreed within teams.

Check out examples of KPMG employees enjoying different working patterns on our website and please do share your own individual requirements with us.

Applying with a DisabilityAs a member of the Business Disability Forum we're committed to ensuring a great experience for colleagues with a disability. Should you be successful after the initial application stage, please discuss any 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 maximise your potential. KPMG is a place where everyone can thrive, whatever their gender, ethnicity, disability, sexual orientation and socio-economic background.

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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