At AAT it’s our mission to make it possible for more people to experience the opportunities a career in finance brings, through o.....
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: Fixed Term Contract until 31 October 2025
Salary: £36,726 per annum
Location: We have hybrid working in place, with 1-2 days per week, in our office in Canary Wharf.
What exactly will you be doing?
As a Customer Operations Senior Advisor at AAT, you will play a crucial role in ensuring excellence in the service we deliver for our customers. Your day-to-day responsibilities will involve managing complex and high-risk queries across multiple channels, while completing and overseeing operational processes in key areas. You will be taking a proactive approach in identifying and driving improvements to our customer journeys.
Major objectives
The key objectives for the role are:
Manage complex and high-risk queries and complaints across various communication channels
Assessing key applications and making risk-based decisions in line with relevant processes and regulatory requirements
Work proactively to achieve both team and organisational targets, including Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)
Spearhead improvements to processes and customer journeys, including identifying enhancement opportunities and developing support materials
Develop excellent relationships with other teams within the Customer and Account Management Division and across the organisation to ensure a coordinated approach to all AAT activities
Deliver consistently high-quality service to both internal and external customers through effective and courteous communication
Support the induction and training of colleagues, providing ongoing guidance on complex and high-risk queries
What are we looking for?
The ideal candidate will possess:
Prior experience working within a professional membership body
Experience of working within regulated environments and an understanding of the importance of adhering to strict regulatory standards
Strong skills in Microsoft packages and CRM systems
The ability to communicate with customers and colleagues confidently and clearly, both verbally and in writing
An eye for detail, with sharp analytical and problem-solving capabilities, and experience of challenging existing ways of working to improve processes
The ability to make informed and well-reasoned conclusions based on the information available, taking full accountability and ownership of decisions
Experience in call centre operations and complaint management
A track record of delivering training and providing continuous support to junior colleagues
A customer-centric approach with a focus on both internal and external stakeholders
Ability to work independently and as part of a team
Strong organisational skills with keen attention to detail
If you're passionate about customer service and developing an inclusive community of accounting professionals, we want to hear from you!
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.
Enhanced maternity and shared parental leave contributions of up to 6 months’ full pay depending on the length of service.
Regular wellbeing initiatives.
Cycle2Work scheme and much more.
Closing Date: The planned closing date for this role is 26 August 2024 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. 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 upload a copy of your CV and fill your application online.
