Helpline Administrator

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.

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