Customer Care Team Expert Advisor- Birmingham

PwC operates a Shared Service model to deliver high quality, professional and customer driven Human Capital (HC) to the UK firm (c15000 employees).
Within this model the HC Customer Service undertakes a variety of HC transactional processes to agreed Service Level Agreements to support the strategic needs of the business.

HC Customer Service :

Customer Service comprises of a number of teams (c120FTE) and supports a broad range of HC services including:

Customer Care (Responsive / Proactive) Recruitment Services (Experienced hire, temporary staff, contract and student recruitment, Inbound and outbound international assignments and professional qualifications) Pay and Benefits Learning Administration, Employee Data Management Fulfilment and File Management HC Administration (Leavers, Maternity, Flexible Working, etc.) The Role:

We now have an opportunity in the Customer Care Team for an Expert Advisor. This team provides a range of service support and advice to PWC employees and external clients, resolving over 7000 queries per month. The role requires the individuals to stay up to date on HC Policies as well as PwC processes and procedures to ensure a professional service is delivered. In return, the successful individual can expect to play a pivotal part of employee service delivery in PwC. This is a central role in the delivery of HC advice, case management and transactional services; within HC Customer Service. Expert Advisors are recognised as process experts (accredited in one or more core Customer Service operating processes) called upon to carry out a variety of support and cross centre activities.Participating in the provision of a leading HC service.

Knowledge/Experience - Essential:

Effective customer service skills with proven experience in a service delivery environment Passion to deliver excellent customer service, able to recognise the ‘voice of the customer’ Flexible attitude and approach including the ability to multi-task effectively Demonstrates enthusiasm and commitment in meeting objectives Sound written and verbal communication skills Numerate – has the ability to develop skills for manipulation and analysis of data Strong attention to detail and data entry Excellent relationship building skills Experience in influencing and persuasion High personal standards i.e. confidentiality and integrity Intermediate experience in Microsoft Office Suite Team player Knowledge/Experience - Desirable:

Experience with Lotus Notes IT literate (MS Office) experience in word processing, spreadsheets and preparation and interpretation of management information and reports. A good understanding of HC processes and policies including a strong familiarity with the supporting HC systems.

Customer Service Delivery & Standards:

Provides a high level of customer service to employees, business contacts and external providers and inline with agreed Service Level Agreements (SLAs).

Delivers services in accordance with the defined process framework, including achievement of Key Performance Indicators (KPIs) within defined quality standards

Escalates to the Team Leader all customer service issues, errors or complaints, and work outside of agreed policy and procedures

Ensure all documentation used in the processes is maintained, up to date and remains fit for purpose (current, accurate and aligned with brand).
Process Management and Continuous Improvement:

Recognised as an ‘expert’, formally accredited in more than one core Customer Service process, and familiar with the impacts of those processes in relation to the end to end process delivery chain

Ensure any suggestions for improvements are brought to the attention of the Team Leader

Assist in the implementation of agreed process improvements both on the team and across the wider centre

Provide where necessary any feedback around processes to fellow team members

Support process management by timely completion of personal timesheets
Change Management:

Provide support to change management – by ensuring that all changes to standard processes and/or changes to ways of working have been authorised through the Customer Service change control process.

Provide assistance as required in support of business change including User Acceptance Testing (UAT), procedure writing and process mapping.
Team Working:

Participate in team activities such as meetings and brainstorming sessions

Actively share best practice and working methods in support of knowledge transfer

Work with EA – Management to assist in the development of other team members through coaching and support on technical and process related training

Continuously strive to further expand knowledge and experience of self and the wider team through focused multi-skilling

Be involved in the Induction of new members to the team as appropriate, i.e. supporting induction activities, work shadowing and on-the-job training

Providing support to team processes and activities across the centre

Support completion of ‘youmatter’ surveys and contribute to the ongoing development of the Customer Service people engagement agenda
Risk Management and Business Continuity: Alert any risks to the Team Leader in a timely manner

Support as required risk management and business continuity activities

Ensure a good knowledge of and adherence to compliance policies - e.g. Clear Desk Policy, Data Protection Act, etc...

If assigned as Risk Champion:

Maintain the risk database ensuring regular monthly review and update Ensure all risks are captured on the Risk database and assigned actions are managed and completed Participate in Business Continuity Plan Training and conduct regular review of the teams BCP to ensure readiness in the event of an

Apply now