Customer Operations Team Manager

ACCA is committed to a workplace culture which is inclusive, diverse, human and connected.

We have an exciting opportunity within our Business Relations team for a role as Team Manager on a full time, 12 Month fixed term basis. You must have the ability to be fully operational at home and in our Glasgow office.

The Job On a day to day basis, you'll be involved in the following:

Reporting to the Customer Operations Manager you will lead a team of Business Relations advisers by carrying out the following duties;

Lead the team to deliver excellent service to our partners using qualitative and quantitative insights

Prioritise training and development schedule for advisors across the different products the business relations team service

Work to embed the recent Digital transformation changes and prepare for ILA in the  an ambassador for partners at internal and external meetings

Understand the importance and analyse and feedback CSAT contributing to partner experience.

Analyse and understand agent Key performance indicators and your role in managing these.

Lead and conduct team meetings / huddles when required

The Person We're looking for someone who:

Demonstrates positive ACCA behaviours

Understands customer needs and identify gaps and any trends in customer demand

Has a keen eye for detail

Is motivational, can drive the team forward

Understands the need for change and continuous improvement and can think digitally

Has the ability to work independently and also work as part of a team

Can work in a fast paced and demanding environment

Who believes in people and development and has proven people management skills

If you wish to know more about the role, please contact Katy Davidson, Customer Operations Manager We strive to create an environment where you can prioritise your wellbeing and offer a competitive benefits package to help you do this. We provide an employee assistance programme and are proud to offer a financial wellbeing tool to our employees.

We are committed to equal opportunities across our recruitment activities and have a real commitment to ensuring the inclusion and well-being of all employees. We have a blended approach to working to support our employees to balance the needs of their job with other aspects of their life.

For more information on ACCA, your journey as a candidate and the benefits of working with ACCA please visit our Work for Us page here
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