ACCA is committed to a workplace culture which is inclusive, diverse, human and connected.

ACCA is committed to a workplace culture which is inclusive, diverse, human and connected.

We currently have an exciting opportunity for a Connect Team Manager to join us on a Fixed Term Contract until 31st March 2023 on a full time basis. Reporting the operations manager this role is based out of our Glasgow office (option for hybrid working available).

Working Hours

The Connect Team Manager will work a variety of shifts between the hours of 0700 and 200 Monday to Sunday on a rota basis. Must have the ability to be fully operational at home or in the office.

The Job

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

  • Leading, managing and developing a large team of multi skilled Connect Advisors
  • Providing training and coaching as required
  • Ensuring that all enquiries are dealt with accurately and efficiently by your team
  • Ensure the highest quality of service is provided at all times, with strict adherence to agreed service levels
  • Building own capability plus the capability of others in your team
  • Contribute to the continuous improvement of current processes and procedures
  • Organising and communicating events to support our nominated charity
  • Be an ambassador for ACCA, treating all internal and external customers with respect and maintain professionalism at all times

The Person

We’re looking for someone who:

  • Experience of Managing a large team in a call centre environment
  • Experience in managing and driving customer satisfaction metrics – putting the customer at the heart of everything we do
  • Experience in improving employee engagement and managing activities/projects in this area would be advantageous
  • Excellent interpersonal, communication and influencing skills
  • Knowledge of employee wellbeing/welfare best practice is desired
  • A positive attitude, encouraging and supporting others
  • Previous customer service experience in a professional environment
  • Highly organised, logical and methodical approach to work
  • An emphasis on accuracy and attention to detail

Our Benefits

We strive to create an environment where you can prioritise your wellbeing and so have designed our benefits to give you the flexibility and power to do so. Our core benefits include private healthcare, life assurance and income protection as well as a fantastic defined contribution pension scheme.

We provide an employee assistance programme and are proud to offer a financial wellbeing tool called Nudge, to our employees.

Our flexible benefits platform gives you the power to customise your benefit plan to suit your needs, you can choose to add a number of benefits including extra holidays, PMI family cover, cycle to work, Travel and Gym loans and more! You can also enjoy exclusive access to our discount site and wellbeing centre platform.

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.

Interested in this role? Please click Apply to submit your application.

We 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 https://www.accaglobal.com/uk/en/about-us/work-for-us.html.