Helpline Administrator - Watford, United Kingdom - KPMG-UnitedKingdom

KPMG-UnitedKingdom

Verified Company

Watford, United Kingdom

1 week ago

Posted by:

Tom O´Connor

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Description

Job description
Overall 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.

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 indepth 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 ongoing changes

Key aspects: