Telephony Analyst

Detailed Description From Employer:

Role Title: Telephony Analyst
Start Date: 24th August 2026
Contract Length: 6 months.
Engagement Type: Umbrella or PAYE
Location: Glasgow – Hybrid – 3 days per week in the office (ALL KPMG UK CONTRACTORS MUST RESIDE AND HAVE PROOF OF RIGHTS TO WORK IN THE UK)
Overview
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. 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
This role will assist the Analyst role in gathering the necessary information in order for cases to be completed in a timely manner to expected business timeframes. You will interact with customers via both receiving inbound calls and making outbound chaser calls. The role will involve accurately capturing customer details and performing validation and security checks as required.
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 Information Security risks are effectively managed in line with client expectations and work extensively with KPMG internal information risk and ITS teams to apply appropriate standards.
• 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

• Knowledge and understanding of KYC CDD/ EDD
• Experience of working in a 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 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

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.