Assistant, STP Service Desk GB

Job purpose

The Shared Services STP Service Desk Assistant with English language skills will identify and respond to internal and external customer’s needs. They are the primary point of contact for STP related queries and will provide service-orientated first level support. They will be responsible for handling STP related quires received as inbound calls, e-mails, faxes, from employees, vendors and approved third parties, ensuring data deficiencies are resolved in a timely manner. The position will be tasked with driving and delivering STP service excellence to the business with an emphasis on customer service and continuous process improvement to further enhance the STP service level and effectiveness expected throughout.

Key Accountabilities
STP Set up

• Works with each BU to build positive, constructive relationships and works in partnership with each to drive an effective and smooth deployment of STP processes into the SSC;
• Supports the transition team (where appropriate) to ensure the successful migration of all AP and wider STP in-scope activities to Shared Services.

Financial Services Delivery

• Responsible for delivering high quality services to key customers (who include Customers, Suppliers, Employees, Executives, Regulatory Bodies, etc)
• Ensures that Coca-Cola Enterprises policies are adhered to (e.g. approvals, financial guidelines, etc.)
• Service-oriented handling of enquiries with communication, in local language of the customer, of information by telephone and in writing (email)
• Capture and recording of enquiries, including creation of a case/ticket, with all necessary information and relevant business details for the queried transactions
• Analyzing and documenting root causes of problems related to Accounts Payable, including Purchase Orders
• Collaboration with other departments and Business Units in order to resolve the issues effectively
• Maintaining good relationship with suppliers and stakeholders
• Ensures that the daily activities, within his/her responsibilities, are fulfilled according to the timetable agreed with Team Leader and desktop procedures
• Manages the STP document management and  archiving process in line with CCEP policy
• Make productive use of technology tools and systems  to ensure effective service delivery and accurate data management
• Ensure effective customer relationships are established and maintained through providing a prompt service by fully understanding clients’ needs and requirements.
• To constantly strive in finding ways in which the CCEP processes and procedures can be further improved
• Ensure the timely and accurate delivery of information to stakeholders and customers
• Where appropriate escalation of cases to other teams, including sharing of documented and annotated enquiry research
• Where appropriate triggering the master data change process
• Outbound communication on behalf of the STP team (e.g. all user notices, mass supplier communications, missing invoice requests, supplier statement requests etc.)

Relationships

• Builds strong relationships with key stakeholders in the Business Units to drive understanding and support for STP and Shared Services generally;
• Works and liaises closely with BPO provider and European Master Data;

Qualifications

• University degree or equivalent 
• Optional 1 years STP/Accounts Payable/Service Desk experience in a multinational organization and/or Shared Services environment
• Experience of creating, managing and analyzing records/data through computerized systems,  ideally in multinational organization and/or Shared Services environment
• Ability to assess a problem and escalate it to the appropriate level
• Fluent in English language skills
• Strong ERP experience essential, preferably SAP

Our employee value proposition:

• Competitive Rewards & Compensation plan
• Social Benefits & Corporate discounts
• Recognition programs
• Career & Talent progression growth opportunities
• Excellent Health & Wellbeing conditions
• Modern and comfortable working environment & tools
• Hybrid & Flexible working
• Social activities and events