RTGS Helpdesk Administrator

The RTGS Operations team within the Payments Directorate is responsible for operating the RTGS system, which underpins all financial transactions in the UK and is essential to the functioning of the economy and the implementation of monetary and financial stability. The RTGS Helpdesk Administrator is an entry level role, ideal for school leavers or those wishing to begin a new career at the Bank. It is a customer-focussed role, responsible for the query triage and basic operational support of the Bank's RTGS account holders. You will be expected to represent the Bank / RTGS/CHAPS service in a professional and responsible manner, directing customers to appropriate documentation, FAQs and user guides and escalating or re-directing any live incident queries appropriately. Background The Payments directorate supports the Bank's mission to maintain monetary and financial stability by using and sharing its expertise to develop and operate resilient and efficient banking, payment and custody services; set and influence policy; and to promote innovation. We are at the heart of the Bank both in terms of our core role in Monetary and Financial Stability, and the wide range of internal stakeholders we collaborate with. Payments has a lead role in one and a significant role in four of the Bank's strategic priorities. The variety and immediacy of the work we do means we are one of the most outward facing and fast moving areas of the Bank, operating the UK's high value payments system (the Real Time Gross Settlement System and CHAPS), maintaining the Bank's readiness to provide Emergency Liquidity Assistance to banks and other financial institutions, and acting as the 'bank' within the Bank of England for government, UK CCPs and other central banks. The Real-Time Gross Settlement (RTGS) service - operated by Payments Directorate - is the backbone which underpins all financial transactions in the UK and is essential for the functioning of the economy and the implementation of monetary policy and financial stability. It holds accounts for banks, building societies, financial market infrastructures, non-bank payment service providers and provides sterling settlement services for Bacs, CHAPS, ICS (cheque clearing), CREST, Faster Payments (FPS), LINK, Mastercard, Visa and PEXA. Role and responsibilities This is a customer-focussed role, responsible for the query triage and basic operational support of the Bank's RTGS account holders. You will be expected to represent the Bank / RTGS/CHAPS service in a professional and responsible manner, directing customers to appropriate documentation, FAQs and user guides and escalating or re-directing any live incident queries appropriately. 1. The role holder works as part of a small team, triaging and responding to participant and account holder enquiries received either electronically or by telephone. 2. You are responsible for recognising and appropriately and quickly escalating any live service incidents to RTGS operations management and/or Technology. 3. You will respond to administrative queries such as password resets, ensuring that the correct security controls are adhered to. 4. The role holder will be aware of their risk management and control responsibilities. 5. You will identify external participant training needs and make recommendations. 6. You are responsible for maintaining participant FAQ pages to assist in easier query resolution.

• Excellent stakeholder management and customer service skills
• Ability to communicate clearly both in written and verbal form
• Understanding of RTGS/CHAPS and the different participant and other account holders it supports
• Excellent time and workload management skills
• A good understanding of operational risk management
Desired criteria
• Understanding of RTGS/CHAPS processes and the wider UK payments landscape, Good drafting skills
  
  Our Approach to InclusionThe Bank values diversity, equity and inclusion. We play a key role in maintaining monetary and financial stability, and to do that effectively, we believe we need a workforce that reflects the society we serve. At the Bank of England, we want all colleagues to feel valued and respected, so we're working hard to build an inclusive culture which supports people from all backgrounds and communities to be at their best at work. We celebrate all forms of diversity, including (but not limited to) age, disability, ethnicity, gender, gender identity, race, religion, sexual orientation and socioeconomic status. We believe that it's by drawing on different perspectives and experiences that we'll continue to make the best decisions for the public. We welcome applications from individuals who work flexibly, including job shares and part time working patterns. We've also partnered with external organisations to support us in making adjustments
for candidates and employees in the recruitment process where they're needed. For most roles where work can be carried out at home, we aim for colleagues to spend half of their time in the office, with a minimum of 40% per month. Subject to that minimum requirement, individuals and managers should work together to find what works best for them, their team and stakeholders. Finally, we're proud to be a member of the Disability Confident Scheme. If you wish to apply under this scheme, you should check the box in the 'Candidate Personal Information' under the 'Disability Confident Scheme' section of the application. Salary and Benefits Information This specific role offers a base salary of £26,960 per annum on a full-time basis. We encourage flexible working, part time working and job share arrangements. Part time salary and benefits will be on a pro-rated basis as appropriate. In addition, we also offer a comprehensive benefits package as detailed below:
• A non-contributory, career average pension giving you a guaranteed retirement benefit of 1/95th of your annual salary for every year worked. There is the option to increase your pension (to 1/50th) or decrease (to 1/120th) in exchange for salary through our flexible benefits programme each year.
• A discretionary performance award based on a current award pool.
• A 8% benefits allowance with the option to take as salary or purchase a wide range of flexible benefits.
• 26 days' annual leave with option to buy up to 12 additional days through flexible benefits.
• Private medical insurance and income protection.