Finance Service Centre Assistant

Imperial Enterprise; Greater London; Hybrid; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Subsidised gym membership

Flexible working policy from day 1

43 days off a year

Generous pension schemes

Cycle-to-work scheme

On-site leisure facilities

Season ticket loan

Family leave packages

Job summary

Imperial College London is seeking a proactive Finance Service Centre assistant to provide first-line finance support to staff and external users. You will use the college’s service management system to log, resolve, and escalate requests, contributing to knowledge management and customer service excellence.

You will join a collaborative team within the Finance Division, with dedicated training and opportunities to develop your skills in a world-leading university environment in London.

Qualifications

• Experience in a service desk or call centre environment.
• Excellent knowledge of financial systems.
• Ability to learn quickly and resolve problems first time.
• Strong written and verbal communication.
• Good interpersonal and organisational skills.
• Flexible and able to cover for others.

Responsibilities

• Provide first-line finance support to college staff and external users.
• Resolve requests promptly with first-contact resolution.
• Log and track requests via phone, ServiceNow, and in-person.
• Identify and escalate recurring issues to the Finance Service Centre Manager.
• Complete ongoing training on policies and customer service.
• Assist with additional duties at divisional or college level as directed.

Skills

Service Desk Experience

Financial Systems Knowledge

Communication Skills

Problem Solving

Calm Under Pressure

Team Player

Tools

ServiceNow

Job description

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 andadd 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
• Ability to remain calm under pressure.
• Flexible approach to duties and willing to cover for others.

What we can offer you

• 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 [e-mail]

Attached documents are available under links. Clicking a document link will initialize its download.

Please note that job descriptions are not exhaustive, and you may be asked to take on additional duties that align with the key responsibilities mentioned above.

We reserve the right to close the advert before the stated closing date, should we receive a high volume of applications. It is therefore advisable that you submit your application as early as possible to avoid disappointment.

If you encounter any technical issues while applying online, please don't hesitate to email us at [e-mail]. We're here to help.

About Imperial

Welcome to Imperial, a global top-ten university where scientific imagination leads to world-changing impact.

Join us and be part of something bigger. From global health to climate change, AI to business leadership, here at Imperial we navigate some of the world’s toughest challenges. Whatever your role, your contribution will have a lasting impact.

As a member of our vibrant community of 22,000 students and 8,000 staff, you’ll collaborate with passionate minds across nine London campuses and a global network.

This is your chance to help shape the future. We hope you’ll join us at Imperial College London.

Our Culture

We work towards equality of opportunity, to eliminating discrimination, and to creating an inclusive working environment for all. We encourage applications from all backgrounds, communities and industries, and are committed to employing a team that has diverse skills, experiences and abilities. You can read more about our commitment on our web pages .

Proud signatory of the Armed Forces Covenant. We welcome applications from the Armed Forces community.

Our values are at the root of everything we do, and everyone in our community is expected to demonstrate respect, collaboration, excellence, integrity, and innovation.