KPMG · Leeds, UKPrepare for this interview
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KPMG is part of a global network of firms that offers Audit, Tax & Legal, 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. KPMG Learning Services (KLS) delivers innovative, bespoke and high-quality learning to a number of high-profile public and private sector clients. We help our clients make a difference to the lives of people right across the UK by ensuring they have the learning and development interventions they need to do their job. The Service Centre supports the operation by providing a multifunctional contact centre underpinned by quality administration and excellent customer service to support the learners and suppliers. Roles and responsibilities Operational administrative duties Support learners to find learning solution, resolve general queries and signpost where appropriate. Provide a FAQ service to learners, helping to resolve common queries. A single point of contact for our Client/Customers Ability to follow standard processes and identify and report any potential issues, understanding when to escalate Maintain personal compliance of Operational and Regulatory risk, including GDPR and information security Deliverables Conducting inbound and outbound 'first contact' calls with customers Accurate data entry and processing 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 calls where required Ensure all legislative regulatory requirements are adhered to through compliance with the complaints handling policy, training, competency scheme, handling phone calls 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 Develop strong knowledge of processes Essential Experience Experience of working in a fast-paced customer service/operational environment Outbound and inbound call experience Working knowledge of MS office- Excel, Word and Outlook Good administrative ability and accuracy in capturing customer information Articulate in both written and verbal communication Desirable Experience Experience of working in an operational / contact centre environment Experience of effective relationship management Experience in a financial environment Has worked successfully in a target driven environment
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