Finance Service Centre Assistant

About the role

The Finance Service Centre is an exciting team within the Finance Division at ICL. Working very closely with the Payments and Transaction teams, the Finance Service Centre assistant will provide friendly advice, guidance and other information about services provided by the Finance Department and is the first point of contact for all its customers. The team also maintains, contributes and add to knowledge management documents, which are available on the Finance website, to aid internal customers.

What you would be doing

• Provide first-line finance support to college staff and external users through the College's service management system.
• Resolve requests and inquiries promptly, aiming for a first-contact resolution within a set timeframe before escalation.
• Log and track requests received via phone, ServiceNow, and in-person visits.
• Identify and escalate recurring issues to the Finance Service Centre Manager as needed.
• Complete ongoing training to stay updated on relevant policies, procedures, and customer service practices.
• Participate in additional tasks related to your role at the Divisional or College level as directed by the Finance Service Centre Manager.

What we are looking for

• Recognised continuing professional development and training in customer care.
• Experience in a Service Desk/Call Centre environment, ideally supporting a large-scale and diverse environment.
• Excellent knowledge of financial systems.
• Ability to learn quickly, resolve problems the first time, and exercise initiative.
• Good interpersonal and organisational skills; good team player.
• Ability to communicate effectively and clearly to college staff and external customers, in writing and verbally.
• Commitment to Quality Standards and continuous improvement
• Good attention to detail
• Ability to remain calm under pressure.
• Flexible approach to duties and willing to cover for others.

What we can offer you

• Competitive pension package
• Subsidised state-of-the-art gym membership
• The opportunity to continue your career at a world-leading institution and be part of our mission to continue science for humanity
• Benefit from sector-leading salary and remuneration package (including 43 days off a year and generous pension schemes)
• Get access to a range of workplace benefits including a flexible working policy from day 1, generous family leave packages, on-site leisure facilities and a cycle-to-work scheme
• Interest-free season ticket loan schemes for travel
• Be part of a diverse, inclusive, and collaborative work culture with various staff networks and resources designed to support your personal and professional wellbeing.

Further information

This role is full time, open-ended. If you require any further details on the role please contact: Darrell McKenzie - Finance Service Centre Manager at d.mckenzie@imperial.ac.uk