Customer Operations Advisor London, England
Job description
At AAT it’s our mission to make it possible for more people to experience the opportunities a career in finance brings, through our accessible qualifications and supportive community.
We are the UK’s leading qualification and professional membership body for vocational accountants. We pride ourselves on providing practical qualifications that meet the needs of both employers and employees, as well as products and services to support our members and customers throughout their careers.
Term: 1*Permanent and 1*Fixed Term Contract until 30 August 2024
Hours: Full time (35 hours per week)
Salary: £26,896 per annum
Location: We have hybrid working in place, with 1-2 days per week, in our office in Canary Wharf.
Job Description: Customer Operations Advisor New JD.pdf
What exactly will you be doing?
We are a bit obsessed with Customer Service at AAT and our Customer Operations team strives to provide customers with the best possible experience. We are looking for a Customer Operations Advisor to join our team to support and guide our customers throughout their journey with AAT.
You’ll be the second point of resolution for all inbound queries from our students, members, training providers and employers. You’ll be assessing student and member applications against specific criteria set. It would be great if you could also proactively suggest improvements to our processes to ensure we work in an effective and efficient manner.
Major Objectives
The key objectives for the role are:
- Handling information in a confidential, discreet, and secure manner while remaining compliant with all relevant policies and procedures
- Undertaking the day-to-day operational functions relating to the Customer Operations Team policies and procedures, within agreed Service Level Targets
- Developing and maintaining excellent relationships with divisions across the organisation, to ensure a coordinated approach is achieved for all AAT activities
- Successfully meet required objectives and KPIs on an ongoing basis and within agreed Service Level Targets
- Delivering a consistently high level of service to both internal and external customers, whilst communicating effectively and courteous.
What are we looking for?
We are looking for someone with the following skills and experience to join us:
- Experience of working in a client-centric role
- Excellent customer service
- Great attention to detail
- Good verbal and written communication
- Good organisational skills
- Experience with Microsoft packages including Word, PowerPoint, Excel
Use of databases and call centre and/or administration experience is desirable, but not essential.
What are the benefits?
At AAT we believe in treating our staff well and this is reflected in our wide-ranging benefits, which include:
- Hybrid working (1-2 days per week in our London office) and opportunities for further flexible working.
- 25 days’ annual leave, increasing one day per year up to a maximum of 30 days plus bank holidays
- Great pension scheme, life assurance, and critical illness cover.
- Health cash plan
- Regular wellbeing initiatives.
- Enhanced maternity and shared parental leave contributions of up to 6 months full pay depending on the length of service.
- Cycle2Work scheme and much more
Closing Date: The planned closing date for this role is 3 July 2023, 17.00, however, we reserve the right to close the role earlier than planned.
It’s an exciting time to join AAT and we would love you to join us on our journey. In 2022 we achieved one-star company status in the Best Companies survey, and we have recently launched our strategy to 2030.
We are committed to being an inclusive and welcoming place to work. We encourage applications from diverse candidates and make recruitment decisions based on skill and experience. We have a Diversity and Inclusion (D&I) Champions group, which leads on our D&I strategy and organise events to celebrate and raise awareness. We are a disability-confident committed employer and have signed up to the Race at Work Charter. We have also signed up for the Women in Finance Charter, and in 2022 we exceeded our target for appointing females into senior positions.
Come and help us to make AAT an even better place to work!
Interested?
To apply please submit a copy of your CV and covering letter. Please note, that applications without a covering letter will not be considered.
If you have a disability, need further support, or reasonable adjustments to assist you in our process, please contact us at [email protected] or by calling 0207 735 2468 and asking for a member of the HR team.
