Senior Helpline Advisor (12 month FTC)

Job description

About the role

Group Corporate Services brings together the internal support services that enable the firm to grow, protect its operations and work effectively. Within Group Finance & Commercial, the team uses technology, data and financial insight to support sound commercial decisions, accurate reporting and responsible management of financial activity.

The Finance & Engagement Management Helpline is the frontline support service for colleagues using the firm's core finance and engagement management systems. The helpline currently operates Monday to Friday, 9am to 5pm. This role is based in Birmingham and follows a hybrid working pattern, with at least two office days each week, usually Tuesday and Wednesday, although arrangements may change. The position is offered as a 12-month fixed term contract.

Roles and responsibilities

• Provide professional, courteous support to colleagues across the UK firm, meeting agreed service and response standards.
• Coach users on finance and engagement management systems so they can complete activities accurately and confidently.
• Investigate system and process queries, identify root causes and provide clear resolutions or practical workarounds.
• Coordinate with Finance teams, client-facing capabilities and IT Services when issues require wider expertise, and follow through to resolution.
• Interpret financial information, reporting parameters, formulae and key performance indicators to give accurate guidance.
• Build knowledge of how the firm's finance and engagement management systems connect, including SAP S/4HANA and integrated systems.
• Maintain accurate query records to support monitoring, analysis and continuous improvement of the helpline service.
• Keep guidance, procedures and the team knowledge base current, while sharing knowledge and solving problems collaboratively with colleagues.

Experience and skills needed

• Clear written and verbal communication, with evidence of explaining information to different audiences.
• Customer service experience and the ability to provide professional support in a busy environment.
• Experience investigating queries, troubleshooting problems and following actions through to a practical resolution.
• Confidence using digital systems and maintaining accurate records, with the ability to learn new technology and processes.
• Experience working collaboratively with colleagues or stakeholders across different teams to resolve issues.
• Evidence of working reliably to service standards, priorities or deadlines while maintaining accuracy and attention to detail.