29 Permanent, Call / Contact Centres jobs in Ealing, Ealing

The Mercury Business Advisor plays a key role to advise and support our client serving engagement teams making best use of our financial system, Mercury, and its processes to effectively manage their projects with EY's external clients through:

• Impactful proactive outreach to engagement teams where financial risks have been identified through exception reporting to develop a strong culture of financial awareness and accountability
• Providing financial advisory support to engagement teams
It is an exciting, fast paced role that helps us to deliver profitable growth and offers career development opportunities within EY. Furthermore, you will act as an ambassador, embodying the EY culture and reputation. Your key responsibilities
• You will outreach to client teams based on analysis of generated and customised reports and take responsibility for ensuring all queries are resolved to suitable completion to mitigate financial risk
• Facilitate training for client serving team on our financial system Mercury and financial best practice
• Contribute to continuous improvement by sharing knowledge and providing support to other team members across borders and service lines and constantly leverage leading practices
• Spend a limited amount of scheduled time providing incoming financial advisory support to engagement teams via phone or online chat
+ Reviewing pricing and engagement budgeting + Explaining downstream financial impacts of engagement structure and budget + Provide instruction and guidance on estimate to complete (ETC) processes and corresponding financial impacts + Support on; billing related queries, engagement set up queries, risk, local policies Analytic and Decision-Making Responsibilities:
• Make relevant decisions to ensure client servers receive a timely and accurate response such that questions / issues are resolved in a one-stop basis where possible - and where that is not possible, escalated to the appropriate functional expert quickly and effectively.
• Manage new user lack of knowledge / frustration and direct the interaction to the best outcome for the end-user, leveraging strong soft skill abilities and global mindset to adapt personal style where needed
• When working on client server portfolios, leverage system and finance expertise to prepare the discussion: making judgments regarding the topics to address and their prioritisation - understanding when to reach out to other functional experts to help prepare for the interaction
  
  Professional approach with a strong understanding of the client server perspective and able to view issues empathetically
• Ability to solve problems and provide a credible solution
• Confident to challenge where appropriate
• Strong analytical and numeracy skills, with a high degree of accuracy and attention to detail
• Vigorous time management skills and able to balance multiple priorities by considering risk, importance, and level of urgency
• Eagerness to learn quickly, be proactive and share knowledge
• Experience in translating technical system "jargon" into business relevant terms so that concepts are understandable to client serving teams
• Well-developed listening skills to provide focused advice, combined with the capability to apply judgment and seek guidance when escalation to a functional expert is appropriate
• Excellent written, oral, and virtual communication skills with the confidence to assist with delivering presentations, training material and knowledge sharing
• Assurance to deliver challenging messages and drive communication to a mutual understanding in a professional manner
• Demonstrate the ability to become an effective change advocate
To qualify for the role, you must have
• Minimum two years' experience in a client driven professional environment in a financial/business capacity
• Proven stakeholder management and delivering of exceptional client service
• Experience working with customers remotely in a hybrid working environment
• Used to working in a fast-paced environment with a strong work ethic
• Ability to interact well with people at all levels within the firm and build strong relationships
• Strong IT skills - Word, Excel, Outlook, PowerPoint and SharePoint
• Desire to thrive in and adapt to a fast changing and high activity environment
• Be innovative, confident, and creative thinker with ability to make quick decisions
• Can think on your feet, use initiative and judgement to make informed decisions
  
  · Success as defined by you: We'll provide the tools and flexibility, so you can make a meaningful impact, your way.
· Transformative leadership: We'll give you the insights, coaching and confidence to be the leader the world needs. · Diverse and inclusive culture: You'll be embraced for who you are and empowered to use your voice to help others find theirs. If you can demonstrate that you meet the criteria above, please contact us as soon as possible. The exceptional EY experience. It's yours to build. Apply now. Please note; Prior to finalizing your application, you will be asked to provide personal information across several dimensions of diversity and inclusiveness. The information you provide is kept entirely confidential and will not be used to evaluate your candidacy. We collect this data to help us analyse our recruitment process holistically and implement actions that promote diversity and inclusiveness. While optional, we encourage you to provide this information to hold us accountable towards our goal of building a better working world. Read more about our commitment to diversity& inclusiveness here . We ask because it matters! EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets. Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate. Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.