Regional Head of Customer Services

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.