Helpline Administrator (9 month FTC)

Job details

Location: Birmingham

Capability: KPMG Business Services

Experience Level: Junior Professional

Type: Full Time or Part Time

Service Line: OEH

Contract type: Fixed term contract

Job description

Helpline Administrator – 9 month FTC

Base Location: Birmingham (2 days per week in the office)

The KPMG Business Services function is a cornerstone of our UK business. Operating from 20 UK locations and sitting with KPMG Central Services we do work that matters.

Within Central Services we are part of a community of experts across a wide range of critical activities who help grow, run, and protect KPMG in the UK.

From HR and Learning, Finance, Procurement, Facilities and Business Support, through to Risk and Legal, Corporate Affairs, and Sales and Marketing, our approach is focused on driving the improved performance of the firm, which we support with diligence and expertise.

KPMG is one of the world’s largest and most respected consultancy businesses, we’ve supported the UK through times of war and peace, prosperity and recession, political and regulatory upheaval. We’ve proudly stood beside the institutions and businesses which make the UK what it is.

Why Join KPMG as a Helpline Administrator

Finance is currently heavily involved in the EMPowered project which will see the firm’s core Finance systems replaced with S/4 HANA and several other new systems integrated alongside. This change will be the biggest transformation the firm has seen in 16 years, and this role will be a key part of Finance’s support of the business during this time.

You will be working across multiple Finance teams (primarily the Finance & Engagement Management Helpline) to provide a mix of first line support to the business when several new Finance systems are launched across the UK firm.

The helpline currently operates Monday to Friday, 9am-5pm, but this is subject to minor changes. The team currently works in a hybrid manner: three days from home and two days in the office (minimum), but this too is subject to change with the possibility of more office days being required in the foreseeable future.

What will you be doing?

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:

• Work as part of a team to provide a best practice model of customer service, meeting the required KPI and SLA targets
• Coach staff on all aspects of the financial and engagement management systems, as required
• 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
• Develop trouble shooting skills; establishing and investigating problems and finding resolutions, ensuring customer satisfaction
• Liaise with other areas of Finance, the client facing capabilities, and IT Services to investigate issues that cannot be resolved immediately. Discussing possible workarounds and following up solutions
• 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
• 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
• Provide assistance to Helpline colleagues, sharing knowledge and working through problems and solutions together, where appropriate
• Accurately maintain a query logging system to enable query trend analysis and performance reporting
• Update Helpline working practices and procedural documentation to reflect on-going changes

What will you need to do it?

The role of the Helpline Administrator is a high profile one. The Finance & EM Helpline is the front line for Finance and must remain professional, proactive 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

To discuss this or wider Central Services roles with our recruitment team, all you need to do is apply, create a profile, upload your CV and begin to make your mark with KPMG.

Find out more:

Within Central Services we have a range of divisions and specialisms. Click the links to find out more below:

• 
  Central Services (KBS) at KPMG: www.kpmgcareers.co.uk/experienced-professional/kpmg-business-services/
  
• Inclusivity and KPMG: www.kpmgcareers.co.uk/people-culture/being-inclusive/
• KPMG Workability and Disability confidence: www.kpmgcareers.co.uk/experienced-professional/applying-to-kpmg/need-support-let-us-know/

For any additional support in applying, please click the links to find out more:

• 
  Applying to KPMG: www.kpmgcareers.co.uk/experienced-professional/applying-to-kpmg/
• Tips for interview: www.kpmgcareers.co.uk/experienced-professional/applying-to-kpmg/application-advice/
• KPMG values: www.kpmgcareers.co.uk/experienced-professional/applying-to-kpmg/our-values/
• KPMG Competencies: www.kpmgcareers.co.uk/experienced-professional/applying-to-kpmg/kpmg-competencies/
• KPMG Locations and FAQ: www.kpmgcareers.co.uk/faq/?category=Experienced+professionals

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