Contact Centre Team Leader

People Centre Team Leader (12 month FTC)

Base Location: Birmingham

The KPMG Business Services function is a cornerstone of our UK business. Operating from 20 UK locations and sitting with KPMG Central Services we do work that matters.

Within Central Services we are part of a community of experts across a wide range of critical activities who help grow, run, and protect KPMG in the UK.

From HR and Learning, Finance, Procurement, Facilities and Business Support, through to Risk and Legal, Corporate Affairs, and Sales and Marketing, our approach is focused on driving the improved performance of the firm, which we support with diligence and expertise.

KPMG is one of the world's largest and most respected consultancy businesses, we've supported the UK through times of war and peace, prosperity and recession, political and regulatory upheaval. We've proudly stood beside the institutions and businesses which make the UK what it is.

What will you be doing?

This role supports the Assistant Manager in the smooth running of the team with a focus on governance, effectiveness, and service excellence. As an integral role in supporting our HR transformation you will be responsible for the following:

• Being a key member of the People Centre management team, working closely with your manager and peers to ensure service delivery adheres to KPIs and SLAs.
• Collaborating with 3rd parties across your area of operation and supporting the monthly service review process.
• Partnering with other capabilities within the Firm, HR leads, Talent/Benefit/Payroll and People Operations management teams to identify and implement process efficiencies and improvements, with the support of your manager to develop business cases.
• Serving as a point of contact for escalations, seeking resolutions to deliver superior customer service.
• Performance manage a team of around 7 members of staff.
• Collaborating with other team leaders to develop talent and foster an environment where everyone can thrive.

What will you need to do it?

• Experience in the management of contact or call centre teams, coaching, developing, and driving a culture of service excellence
• An ability to build relationships and communicate with people at all levels both written and verbal
• High levels of resilience, with experience of working in a highly pressurised customer centric environment with the ability to prioritise and flex priorities to suit business need
• Experienced gained from working within project teams acting as a SME
• Excellent attention to detail
• A good degree of IT proficiency, including Microsoft Excel, PowerPoint, Word and SAP or equivalent HR system.

To discuss this or wider Central Services roles with our recruitment team, all you need to do is apply, create a profile, upload your CV and begin to make your mark with KPMG.

Find out more:

Within Central Services we have a range of divisions and specialisms. Click the links to find out more below:

• Central Services (KBS) at KPMG: www.kpmgcareers.co.uk/experienced-professional/kpmg-business-services/
• Inclusivity and KPMG: www.kpmgcareers.co.uk/people-culture/being-inclusive/
• KPMG Workability and Disability confidence: www.kpmgcareers.co.uk/experienced-professional/applying-to-kpmg/need-support-let-us-know/

For any additional support in applying, please click the links to find out more:

• Applying to KPMG: www.kpmgcareers.co.uk/experienced-professional/applying-to-kpmg/
• Tips for interview: www.kpmgcareers.co.uk/experienced-professional/applying-to-kpmg/application-advice/
• KPMG values: www.kpmgcareers.co.uk/experienced-professional/applying-to-kpmg/our-values/
• KPMG Competencies: www.kpmgcareers.co.uk/experienced-professional/applying-to-kpmg/kpmg-competencies/
• KPMG Locations and FAQ: www.kpmgcareers.co.uk/faq/?category=Experienced+professionals