FOCUS Finance Assistant - 6 Months FTC
The Finance Assistant will work within a team, based at our Hay’s Galleria office, and will report to a team leader. There is regular interaction between FOCUS, OneFinance and the wider firm.
FOCUS is responsible for the following transactional areas:
Purchase to Pay (P2P): Accounts Payable, Expenses, Special Investigation Unit (SIU)
The P2P business process covers the commercial activities around the procurement of goods and services for the firm. FOCUS is responsible for paying 3rd party suppliers, other PwC member firms, partners and staff for expenses incurred on the firm’s business and for the maintenance of accurate books and records for PwC UK in respect of purchases.
Contact to Cash (C2C): Cashiers, Client Ledger, Inter-Territory Receivables (ITT)
The C2C business process covers the activities around the marketing to (and adoption of) clients, doing the work and receiving the client payments. FOCUS is responsible for the maintenance of accurate books in respect of the UK firm’s bank accounts and client debtors’ ledger (incorporating debts from both 3rd party clients and worldwide PwC firms). C2C also perform a credit control function for Inter Territory Receivables.
Customer & System Support (CSS): System Analysis and Support (SAS), Process Support, Finance System Helpdesk.
This section operates across the P2P and C2C processes providing first level support to users of our Finance Systems, support to our suppliers and clients, processing support to the business, maintaining master data on the finance system and managing the ongoing improvements to, and maintenance of, the Finance System.
Projects & Communications
The Projects & Communications team undertake and manage a wide range of project activities within FOCUS and OneFinance. The team drive and coordinate all FOCUS communications, training, social and community activities.
Who we are looking for summary
The finance assistant will work in the Helpdesk team of the GFS (Global Finance System) section that is based at our Hay’s, London offices, and will report to the FOCUS Helpdesk Team Leader.
The Helpdesk team respond to approximately 250 calls, self-service calls and emails each day from internal staff, external clients and suppliers. The quality of response to callers is of paramount importance both in terms of accuracy of advice and style of delivery.
All work is undertaken within clear guidelines and controls and support is available to assist with more complex issues.
The FOCUS Helpdesk works closely with all other FOCUS departments and there are a proportion of calls which are escalated to colleagues in FOCUS for more detailed investigation and support.
The FOCUS Helpdesk is open to callers from 9.00am to 5.30pm each working day (5 days per week).
Key skills required include: good written and verbal communications including listening skills; problem solving; numeracy; customer service.
Key tasks /routine activities
Answering telephone calls presented direct to the Advisor team and providing courteous and helpful responses to the callers.
Responding in writing or by phone to queries raised by email, or self-service logs again in a courteous and helpful manner.
Logging all calls and emails into the SM9 system providing relevant details of the caller, query and resolution.
Interrogating the knowledge management system (HPSM) in order to check the solution that is to be presented to the customer in order to ensure accuracy and consistency.
Escalating and assigning any call that require expert investigation to the relevant FOCUS team for action, and tracking / reporting progress such that a solution is presented to the customer in accordance with our SLA.
Escalating any customer complaint that cannot be resolved by self to the relevant SME or the Helpdesk team leader for resolution, as appropriate.
Being aware of new as well as common issues that are being raised by customers so that preventative or remedial actions can be identified.
Meet team targets, deadlines and agreed service level agreements.
Share knowledge with, and provide support to other team members.
To maintain awareness of the firm’s finance policies, processes and systems in relation to time sheets; engagements, contracts and billing; WIP and reporting; settling client bills, inter-territory transactions and accounts.
To utilise time in between call-taking to self-educate and seek additional knowledge so that customer satisfaction can be enhanced by delivering most effective solutions.
The individual will need to demonstrate the following attributes:
Excellent client service
Excellent time management skills
Self-driven and an ability to work with minimum supervision
Ability to work well under pressure
An adaptable, flexible and positive attitude
Professional and energetic work ethic
Self-driven and an ability to work within a team environment
Continuously develops self through on the job learning and coaching
Interpersonal skills with the ability to work collaboratively with staff at all levels
Skills required / routine activities:
Uses existing procedures to solve routine or standard problems
Analytical and problem solving
Query management and resolution to final conclusion
Ability to prioritise and work within strict routine deadlines
Ability to build and sustain relationships in existing networks
Daily transaction processing within a finance environment
Produce and deliver reports as required
Maintain awareness of all key processes and procedures within own / related areas
Contribute towards team KPI and SLA measures
Active participation in ad-hoc projects
Identify and mitigate risks
Good technical skills within a finance environment
A methodical approach with a high regard for accuracy and detail
Effective communication skills, both verbal and written
Interpersonal skills with the ability to liaise with staff at all levels
Ability to share and collaborate effectively with others, creating a positive team environment
Understanding of basic accounting principles
We are looking for people who:
Take responsibility for their own personal development
Want to improve performance within PwC
Are highly motivated independent workers