Telephony and Data Logging Analyst

Job description

AutoReq ID

139592BR

Job Title

Telephony and Data Logging Analyst

Country

United Kingdom

Location

Glasgow

Function

Solutions & Digital

Service Line

Managed Services

Service Line Information

KPMG Overview

KPMG 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 Description

KPMG Managed Services provide an innovative and cost effective solution to the delivery of large scale review and/or processing activity across multiple industries, geographies and processes. The Managed Services operation is experienced in, but not limited to, remediation, complaint handling, claims processing, service delivery and conduct risk reviews. Managed Services Revenue targets are in excess of £20M pa and UK Operations is the principal delivery arm and driver of this revenue

We bring together KPMG subject matter expertise, highly skilled operational resource and, where required, proprietary technology assets, providing clients with a single joined-up approach.

Role Purpose

The role of the Analyst will be to support our client’s new business banking customers by leading them through their account opening journey. You will interact with customers via the portal and phone therefore customer service experience would be beneficial. The role holder is responsible for accurately capturing customer details and performing validation and security checks as required.

The role will be situated in a busy operational environment where quality is key, we will provide the necessary training and support required in order for you to offer first class customer service.

Deliverables

- Accurate data entry and processing
- End to end process management
- All calls/tasks handled in line with agreed SLA
- Maintain personal compliance of operational and regulatory risk by performing required validation or security checks for all cases where required
- Ensure all legislative regulatory requirements are adhered to through compliance with the complaints handling policy, training, competency scheme and business standards
- Be responsible, a self-starter, ensuring project level changes communicated are understood and actioned as requested
- Ensure quality is embedded within the work

Essential Experience

- Working knowledge of MS office- Excel, Word and Outlook
- Good administrative ability
- Articulate in both written and verbal communication

Desirable Experience

- Experience of working in a customer service/operational environment
- Experience of working in a financial environment
- Proven experience of working with multiple systems
- Working successfully in a target driven environment

Skills

- Excellent customer service
- Effective communication
- Attention to detail
- Computer literate
- Self-Motivated
- Adaptable
- Thrives under pressure

Core Competencies

- Integrity
- Driving Results
- Accountability
- Resilience
- Planning & Organising
- Decision Making

Our Deal

If 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 Working

While 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 Disability

KPMG 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

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