Customer Advisors

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.

Are you looking to kick start your career and not sure what path to take yet? or have you already gained some on the job experience and are looking for a new opportunity?

Due to continued growth and development of our ACCA call centre staff, we have new opportunities for Customer Advisors working on a permanent staff contract, working 35 hours per week, based in the city centre of Glasgow.

Our 9-week call centre training programme commences on 9th December 2024 where you will be based at our Glasgow Queen Street office and will gain valuable experience working in a busy global call centre environment and be fully trained to support our global customer base for 2024.

You must be available for an uninterrupted 9-week training period from 9th December 2024 between 9am and 5pm (Monday to Friday)

After you have successfully completed the training programme, we offer hybrid working.

Ideally are looking for candidates that have customer care / service experience, however we will always consider candidates that are keen to learn and join us at entry level, whether you are a school or college leaver and looking for your first work opportunity or you are working in a customer service/care environment and looking for a new opportunity, we want to hear from you!

Advisors are responsible for responding to complex customer requests that across multiple interactive digital channels concurrently. Advisors will operate across all channels (telephone, email, live chat and social media) at any given time, this can result in managing multiple live chats using our webchat service.

The role involves interaction with our varied international customer based over the phone, solving complicated issues, navigating language and policy barriers to resolve issues to the customers satisfaction, ensuring excellent levels of service are consistently delivered, ideally resolving enquiries at first point to allow them to continue their professional journey with ACCA.

What we can offer you:

• To be challenged and to work in a busy and friendly work environment.
• To develop or further develop your skill set and complete a structured 8-week training programme in ACCA Global Customer Service.
• Work with global customers and connect with people from all over the world.
• We have some brilliant stats to show that our Customer Advisors are developed across other areas of our ACCA global business.
• Hybrid / remote working options – (After you have completed our 9-week in office training programme)
• A great benefits package which includes – Private Health Care, Life Insurance, and income Protection, along with wide a range of flexible benefits.

Working Hours

We work on a four-week shift pattern rotation between the hours of 0700 and 2000 (working one weekend in four) - 35 hours per week.

Starting salary is from £23,176 per annum

The Person:

We’re looking for someone who has the following skills/experience:

• Excellent interpersonal, communication and influencing skills with a track record for providing first class customer service.
• Highly organised, logical with a methodical approach to work and an emphasis on accuracy and attention to detail.
• Identify and act on opportunities to improve the customer experience.
• A positive attitude and approach to work.
• Good knowledge of Microsoft Office Systems and the ability to multi-task using different systems

The Job:

• Ensure the highest quality of service is always provided through calls, emails, social media and webchat, with adherence to agreed service levels.
• Providing a first point resolution service to our customers in a professional manner.
• Contribute to the maintenance of the internal knowledge base to ensure it is accurate and up to date at all times.
• Be an ambassador for ACCA, treating all internal and external customers with respect and maintain professionalism at all times.
• Contribute to the continuous improvement of current processes and procedures.

Vacancy Closing Date: Sunday 3rd November 2024

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.