Customer Operations Team Manager

Job Description

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 JobOn 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 insightsPrioritise training and development schedule for advisors across the different products the business relations team serviceWork to embed the recent Digital transformation changes and prepare for ILA in the team.Be an ambassador for partners at internal and external meetingsUnderstand 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 requiredThe PersonWe’re looking for someone who:Demonstrates positive ACCA behavioursUnderstands customer needs and identify gaps and any trends in customer demandHas a keen eye for detailIs motivational, can drive the team forwardUnderstands the need for change and continuous improvement and can think digitallyHas the ability to work independently and also work as part of a teamCan work in a fast paced and demanding environmentWho believes in people and development and has proven people management skillsIf you wish to know more about the role, please contact Katy Davidson, Customer Operations ManagerWe 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