Customer Support Team Manager London, England
Job description
AAT is 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.
Term: Fixed term to 31 March 2025
Hours: Full time (35 hours per week)
Salary: circa £47,000 per annum
Location: We have hybrid working in place, with 1-2 days per week, in our office in Canary Wharf.
Job Description: Customer Support Team Manager JD
What exactly will you be doing?
You will be working within our Customer Services department as part of management team, overseeing a large, fun loving and collaborative team of advisors. The team are the first point of resolution for all inbound queries and are responsible for delivering excellent customer service to our Students, Members, and Training Providers throughout their journey with AAT.
You will ensure the smooth running of your team by analysing and improving ways of working taking into consideration their feedback together with insight from our customers. You’ll also work on change initiatives which will provide the opportunity to work across the organisation. Last, but by no means least, you will track how we are doing against various targets and look at how we can improve performance and customer service from within the team, and across the wider organisation.
Major objectives
- Deliver real time workflow daily so that an effective first point of resolution is achieved within agreed SLAs.
- Deliver an effective multi-channel response to enquiries how and when customers want it, ensuring a positive customer experience is achieved.
- Monitor and develop individual performance against agreed objectives, identifying areas for improvement to ensure personal development and operational delivery.
- Support and maintain a robust complaint management procedure, identifying areas of improvement, process development and undertake root cause analysis.
- Ensure team functions are kept under review so that they remain compliant with regulatory requirements and a culture of continuous improvement is adopted and realised.
- Provide and act on customer insight and Management Information, sharing with relevant teams within the organisation as appropriate.
- Provide customer insight to support project delivery, acting as Workstream lead within projects where appropriate.
- Develop and maintain excellent relationships across AAT to ensure effective second line support is provided to achieve a seamless customer experience, as well as the delivery of a coordinated and managed approach to all AAT communications, projects, products, and services.
What are we looking for?
Experience of managing people, but even more important supporting and developing them, is vital. As we are all about the customer, experience in customer service is also crucial. This is a busy and varied role, and you will never be bored, so you need great time and priority management skills to ensure that you are keeping on top of everything that’s going on as well as a good eye for detail and the ability to assess performance. Experience of working in a membership or awarding body would be ideal – but it’s not essential. What is essential is your positive attitude to driving change and improvements, and having examples that you can use to highlight this.
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 and fresh fruit in the office
- 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 24 April 2023 at 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 introduced a new strategy which outlines our organisational aims through 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.
