Customer Enquiries Handler
Posted 7 days ago by KPMG UK
Negotiable
Inside
Hybrid
Leeds, England, United Kingdom
Summary: The Customer Enquiries Handler role is a 12-month position within the General Enquiries team of the Motor Finance remediation programme at KPMG. The primary responsibility is to serve as the initial point of contact for customers, handling inbound calls and ensuring accurate data capture while adhering to service level agreements. The role also involves supporting payment administration processes and managing compliance with operational and regulatory standards. Strong customer service skills and the ability to identify vulnerable customers are essential for success in this position.
Key Responsibilities:
- Conducting inbound ‘first contact’ calls with customers, maintaining call control and objection handling.
- Accurate data entry and processing.
- All calls/tasks handled in line with agreed Service Level Agreements (SLAs).
- Maintain personal compliance of operational and regulatory risk by performing required validation or security checks for calls where required.
- Identify vulnerable customers and escalate where required as per policy.
- Ensure Information Security risks are effectively managed in line with client and KPMG expectations.
- 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 all work completed.
- Understand the end-to-end process and develop strong knowledge of admin and telephony processes.
Key Skills:
- Inbound call experience, building relationships and delivering excellent customer service.
- 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 with the ability to take high quality written notes to summarise customer calls.
- Identification of vulnerable customers.
- Rapport building with customers.
- Experience of working in a financial services environment (desirable).
- Proven experience of working with multiple systems (desirable).
- Previous experience working within set business timelines and meeting Key Performance Indicators (KPIs) (desirable).
Salary (Rate): undetermined
City: Leeds
Country: United Kingdom
Working Arrangements: hybrid
IR35 Status: inside IR35
Seniority Level: undetermined
Industry: Other
Role Title: Customer Enquiries Handler
Contract Length: 12 Months
Engagement Type: Umbrella or PAYE
Location: Hybrid – Leeds (ALL KPMG UK CONTRACTORS MUST RESIDE AND HAVE PROOF OF RIGHTS TO WORK IN THE UK)
Role Purpose
This role will form part of our General Enquiries team within the Motor Finance remediation programme. This team are the key point of contact for customers throughout the review process, and this role will be the initial liaison point of contact for customers affected by motor finance remediation. You will interact with customers via receiving inbound calls. An important aspect of this role will be accurately capturing customer details and responding accordingly. You will also be required to support some payment administration processes and perform tasks in line with Service Level Agreements (SLAs).
Deliverables
- Conducting inbound ‘first contact’ calls with customers, maintaining call control and objection handling.
- Accurate data entry and processing.
- All calls/tasks handled in line with agreed Service Level Agreements (SLAs).
- Maintain personal compliance of operational and regulatory risk by performing required validation or security checks for calls where required.
- Identify vulnerable customers and escalate where required as per policy.
- Ensure Information Security risks are effectively managed in line with client and KPMG expectations.
- 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 all work completed.
- Understand the end-to-end process and develop strong knowledge of admin and telephony processes.
Essential Experience
- Inbound call experience, building relationships and delivering excellent customer service.
- 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 with the ability to take high quality written notes to summarise customer calls.
- Identification of vulnerable customers.
- Rapport building with customers.
Desirable Experience
- Experience of working in a financial services environment.
- Proven experience of working with multiple systems.
- Previous experience working within set business timelines and meeting Key Performance Indicators (KPIs).
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.