Regional Head of Customer Services

5 months ago

Scotland, United Kingdom ACCA Full time

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

We're currently looking for a **Regional Head of Customer Services** on a full time, 12-month fixed term contract to support our EEMA and UK regions.

This position sits within the Customer Service team, and is part of a global team. Applications are welcome from people eligible to work in the EEMA or UK regions.

The Regional Head of Customer Services (RHoCS) ensures that a high level of customer service is delivered throughout the region.

The RHoCS will also support ACCA's future member 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
- Act as a conduit of information between the region and Central Head Quarters (CHQ)
- 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 possible process improvements, synergies or economies of scale through automation or centralisation etc.
- Management of risk within the region
- Play a strong supporting role in the implementation of the on-line migration project
- 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
- Provide appropriate in-market support for transactional engagement with key entities (employers, universities, learning providers)

**The Person**

We're looking for someone who:

- Has 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
- Is able to work independently
- 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
- Degree educated or equivalent experience
- Is fluent in English

Desirable qualities:

- Experience of identifying and delivering process improvements in a customer service industry
- Experience of working across different countries and cultures is desirable
- Experience of managing and being managed remotely

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.

  • Regional Director

    3 weeks ago

    Scotland, United Kingdom Vertex Resourcing Full time

    Regional Manager (Scotland & Midlands)Vertex Resourcing is seeking two experienced Regional Managers to lead and drive performance across their retail stores in Scotland and the Midlands.As a Regional Manager, you will be responsible for overseeing multiple locations within your region, ensuring sales growth, operational excellence, and exceptional customer...

  • Regional Director

    3 weeks ago

    Scotland, United Kingdom Vertex Resourcing Full time

    Regional Manager (Scotland & Midlands)Vertex Resourcing is seeking two experienced Regional Managers to lead and drive performance across their retail stores in Scotland and the Midlands.As a Regional Manager, you will be responsible for overseeing multiple locations within your region, ensuring sales growth, operational excellence, and exceptional customer...

  • Regional Manager

    1 month ago

    Scotland, United Kingdom Glenshire Group Full time

    Job Title: Regional ManagerWe are seeking a highly skilled and experienced Regional Manager to join our team at Glenshire Group. As a Regional Manager, you will be responsible for leading our retail operations and driving business growth across our convenience store network.Key Responsibilities:Develop and implement strategic plans to drive business growth...

  • Regional Manager

    1 month ago

    Scotland, United Kingdom Glenshire Group Full time

    Job Title: Regional ManagerWe are seeking a highly skilled and experienced Regional Manager to join our team at Glenshire Group. As a Regional Manager, you will be responsible for leading our retail operations and driving business growth across our convenience store network.Key Responsibilities:Develop and implement strategic plans to drive business growth...

  • Head of Service Operations Manager

    1 month ago

    Scotland, United Kingdom Scottish Ambulance Service Full time

    Job Title: Head of ServiceWe are seeking a highly skilled and experienced individual to join our team as Head of Service. This is a senior role within the Scottish Ambulance Service, and the successful candidate will be responsible for the operational management of all SAS assets within the West Region.Key Responsibilities:Operational management of all SAS...

  • Head of Service Operations Manager

    1 month ago

    Scotland, United Kingdom Scottish Ambulance Service Full time

    Job Title: Head of ServiceWe are seeking a highly skilled and experienced individual to join our team as Head of Service. This is a senior role within the Scottish Ambulance Service, and the successful candidate will be responsible for the operational management of all SAS assets within the West Region.Key Responsibilities:Operational management of all SAS...

  • Regional Manager

    1 month ago

    Scotland, United Kingdom Vertex Resourcing Full time

    Regional Manager (Scotland & Midlands)Dynamic Leader With a Passion For Driving SalesJob DescriptionRepresenting a category-leading outlet retailer that provides exceptional value to their customers, we are seeking two experienced Regional Managers to lead and drive performance across their retail stores, one for Scotland and another for the Midlands. The...

  • Regional Sales Manager

    1 month ago

    Scotland, United Kingdom Vertex Resourcing Full time

    Regional Manager (Scotland & Midlands)Drive Sales Growth and ExcellenceVertex Resourcing is seeking two experienced Regional Managers to lead and drive performance across their retail stores in Scotland and the Midlands. The successful candidates will be responsible for overseeing multiple locations within their region, ensuring sales growth, operational...

  • Regional Sales Manager

    1 month ago

    Scotland, United Kingdom Vertex Resourcing Full time

    Regional Manager (Scotland & Midlands)Drive Sales Growth and ExcellenceVertex Resourcing is seeking two experienced Regional Managers to lead and drive performance across their retail stores in Scotland and the Midlands. The successful candidates will be responsible for overseeing multiple locations within their region, ensuring sales growth, operational...

  • Fire and Security Regional Service Manager

    2 weeks ago

    Scotland, United Kingdom Marlowe Fire and Security Full time

    Job Title: Regional Service ManagerWe are seeking a highly skilled and experienced Regional Service Manager to join our team at Marlowe Fire and Security. As a Regional Service Manager, you will be responsible for leading a team of engineers in the Scotland region, providing exceptional customer service, and ensuring maximum revenue generation while...

  • Fire and Security Regional Service Manager

    2 weeks ago

    Scotland, United Kingdom Marlowe Fire and Security Full time

    Job Title: Regional Service ManagerWe are seeking a highly skilled and experienced Regional Service Manager to join our team at Marlowe Fire and Security. As a Regional Service Manager, you will be responsible for leading a team of engineers in the Scotland region, providing exceptional customer service, and ensuring maximum revenue generation while...

  • Regional Field Service Engineer

    3 days ago

    Scotland, United Kingdom Redshore Full time

    Job Title: Regional Field Service EngineerJob Summary: We are seeking a skilled Field Service Engineer to join our team at Redshore. As a Regional Field Service Engineer, you will be responsible for servicing and maintaining production machinery in the Glasgow, Edinburgh, and surrounding areas.Key Responsibilities:Service and maintain electro-mechanical...

  • Head of Operations

    2 weeks ago

    Scotland, United Kingdom FirstPort (UK) Full time

    Job Role: Head of OperationsLocation: UKSalary: CompetitiveHours: Full-timeThe Job RoleAs Head of Operations, you will be responsible for leading a regional team of property managers to deliver a high-quality property management service. Your key responsibilities will include:Developing and implementing strategic plans for growth and commercial...

  • Regional Plant Mechanic

    2 months ago

    Scotland, United Kingdom GAP Group Limited Full time

    About the RoleThe GAP Group Limited is seeking a skilled Regional Plant Mechanic to join our team. As a Regional Plant Mechanic, you will play a pivotal role in the success of our Region by supporting our depots to ensure that our customers can hire what they want, when they need it through the efficient servicing and maintaining a variety of plant and tools...

  • Regional Plant Mechanic

    2 months ago

    Scotland, United Kingdom GAP Group Limited Full time

    About the RoleThe GAP Group Limited is seeking a skilled Regional Plant Mechanic to join our team. As a Regional Plant Mechanic, you will play a pivotal role in the success of our Region by supporting our depots to ensure that our customers can hire what they want, when they need it through the efficient servicing and maintaining a variety of plant and tools...

  • HGV Driver Regional

    1 month ago

    Scotland, United Kingdom GAP Group Limited Full time

    About the RoleThe Regional HGV Driver is a key member of our Plant and Tool division, responsible for transporting our equipment quickly and efficiently across their assigned region. Based out of a home depot, you will travel throughout the region, covering for sickness and holidays, or where additional resource is required. You will also be responsible for...

  • HGV Driver Regional

    1 month ago

    Scotland, United Kingdom GAP Group Limited Full time

    About the RoleThe Regional HGV Driver is a key member of our Plant and Tool division, responsible for transporting our equipment quickly and efficiently across their assigned region. Based out of a home depot, you will travel throughout the region, covering for sickness and holidays, or where additional resource is required. You will also be responsible for...

  • Regional Account Manager

    1 month ago

    Scotland, United Kingdom Biffa Full time

    Regional Account ManagerJoin Biffa, the UK's No. 1 choice for business waste management, and make a difference in the lives of millions. As a Regional Account Manager, you will be responsible for driving growth and developing strategic account plans to ensure consistent and high-quality service to our clients.About the RoleManage and be responsible for the...

  • Regional Account Manager

    1 month ago

    Scotland, United Kingdom Biffa Full time

    Regional Account ManagerJoin Biffa, the UK's No. 1 choice for business waste management, and make a difference in the lives of millions. As a Regional Account Manager, you will be responsible for driving growth and developing strategic account plans to ensure consistent and high-quality service to our clients.About the RoleManage and be responsible for the...

  • Regional Account Manager

    1 month ago

    Scotland, United Kingdom Biffa Full time

    Regional Account ManagerJoin Biffa, the UK's No. 1 choice for business waste management, and make a difference in the lives of millions. As a Regional Account Manager, you will be responsible for driving growth and developing strategic account plans to ensure consistent and high-quality service to our clients.About the RoleManage and be responsible for the...