Full job description
ACCA is committed to a workplace culture which is inclusive, diverse, human and connected.
We welcome applications from candidates who meet some but not all of the criteria listed below.
We’re currently looking for a Regional Head of Customer Services on a full time, fixed term contract basis until July 2025.
This position sits within the Customer Service team based in Africa, we are seeking an in market applicant. Presently this role supports the Africa portfolio.
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
- Experience of identifying and delivering process improvements in a customer service industry
- Experience of managing and being managed remotely
Our benefits
We strive to create an environment where you can prioritise your wellbeing and so have designed our benefits to give you the power to do so. Our core benefits include medical cover, life assurance and long term disability cover. We provide an employee assistance programme and are proud to offer a financial wellbeing tool called Nudge, 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.