Regional Head of Customer Service at Association of Chartered Certified Accountants

• The Regional Head of Customer Services (RHoCS) ensures that a high level of customer service is delivered throughout the region, via a combination of Glasgow and locally based resources.
• The RHoCS will also support ACCA's student and member retention and affiliate conversion activity in line with the corporate retention plan. In doing so, this job performs a pivotal role in ensuring the continuation of ACCA's sustainable growth and ensuring that the region achieves key business objectives.

The Job

On a day-to-day basis, you’ll be involved in the following:

• Ensure consistency of customer service across the region, in line with customer service policies and processes
• Line management of relevant Customer Service employees in the region
• Become the designated point within the region for escalated issues
• Ensuring that all priorities, issues and management information in the region are captured and passed for processing
• Lead and manage call centre setup on-going operations within the region which includes outbound sales and inbound servicing capabilities
• Collaborate closely with other Regional Heads of Customer Service and the central Customer Service directorate to ensure co-ordination of activities undertaken in markets to the overall operations vision
• Identify and deliver continual improvements to customer services standards, including the identification of process improvements, synergies or economies of scale through automation or centralisation etc.
• Play a strong supporting role in the implementation of the on-line migration project, while managing risk within the region
• Perform line management tasks including recruitment, selecting, assigning, coaching and appraisals for all direct reports in line with the ‘people operating principles’
• Plan coordinate and execute local support activities to help the achievement of ACCA’s retention and conversion targets for the region

The Person

We’re looking for someone who:

• Has management experience within a customer service environment.
• Has excellent knowledge of key customer service metrics and techniques
• Is strongly customer focused, displaying and fostering positive attitudes at all times
• Has advanced interpersonal skills with the ability to understand and challenge internal customer needs and forge productive, trust based relationships across the organisation
• Has good influencing skills in order to deliver change
• Is highly motivated, proactive and practical, able to work under pressure and balance various requests for assistance
• Experience of working across different countries and cultures is desirable
• Is fluent in English

Desirable qualities:

• Experience of identifying and delivering process improvements in a customer service industry
• Experience of managing and being managed remotely