Role Title: Learning Coordinator (Inside IR35)
Contract Length: 6 Months
Engagement Type: PAYE/Umbrella
Location: Leeds - minimum 2 days per week in the office
KPMG Overview
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
Skills
Excellent customer service
Effective communication
Attention to detail
Computer literate
Self-Motivated
Adaptable
Thrives under pressure