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Customer and Partner Support Advisor
| Dyddiad hysbysebu: | 16 Mai 2025 |
|---|---|
| Cyflog: | £28,635 bob blwyddyn |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 27 Mai 2025 |
| Lleoliad: | London, UK |
| Gweithio o bell: | Hybrid - gweithio o bell hyd at 4 ddiwrnod yr wythnos |
| Cwmni: | The Association of Accounting Technicians (AAT) |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | REC006418 |
Crynodeb
We are the UK’s leading qualification and professional membership body for vocational accountants. We pride ourselves on providing practical qualifications that meet the needs of both employers and employees, as well as products and services to support our members and customers throughout their careers.
Term: Permanent
Location: We have hybrid working in place, with 1-2 days per week, in our office in Canary Wharf.
We are recruiting for two roles to join the Customer and Account Management service: Customer Support Advisor and Partner Support Advisor/Apprentice.
As a Customer Support Advisor, you will provide timely, accurate and empathetic support to customers across multiple channels, resolving their enquiries in line with AAT policies and procedures. You will provide guidance on our qualifications, products and services and support customers in making the right choices about their next steps. You will support maximise lead opportunity conversions, meet organisational targets and enhance the overall customer experience, creating opportunities for building long-term and relationships and business growth. You will balance hands-on support with ensuring customer expectations are consistently met or exceeded, thereby improving overall customer experience and satisfaction
As a Partner Support Advisor/Apprentice, you will be the primary point of contact for partners, providing support, guidance and assistance to ensure successful collaboration. The role will respond to enquiries and resolve issues via multiple channels in line with AAT brand, policies and procedures, and promote AAT products and services in all appropriate interactions. By providing timely and accurate support you will ensure partner expectations are consistently met or exceeded, thereby improving their experience and satisfaction. As a Partner Support Advisor/Apprentice you are required to undertake a qualification as part of this apprenticeship.
Major objectives
Your major objectives will include:
Respond to all enquiries professionally and courteously, providing clear and accurate information. Investigate and resolve issues to ensure customers and partners feel valued.
Understand the needs of customers and partners, support outbound call activities, and build positive, long-term relationships.
Listen empathetically, explain relevant policies and procedures clearly, and adjust your communication style to manage conversations effectively.
Interact with customers and partners across various channels, including phone, email, live chat, and social media, ensuring a consistent and high-quality support experience.
Accurately update internal systems with all interactions, issues, and resolutions to maintain detailed records for future reference.
Ensure all customers and partners are treated with respect, manage interactions with vulnerable individuals, and escalate any safeguarding concerns appropriately.
Actively gather feedback, stay updated on new products and services, and collaborate with teams to enhance processes and improve the overall experience.
Ensure diversity and cultural awareness to ensure appropriate handling of enquiries from customers of diverse or cultural backgrounds
What are we looking for?
Possess industry specific knowledge or experience.
Strong verbal and written communication skills.
Adaptability, active listening, emotional intelligence and resilience to thrive in a dynamic environment.
Demonstrate strong critical thinking and the ability to effectively problem solve.
Strong interpersonal and relationship-building skills with the ability to engage stakeholders effectively.
Proficient knowledge and effective use of CRM systems and digital tools.
Demonstrate effective time management, prioritisation, multitasking, and attention to detail.
Proven experience in working effectively within a team.
Join our vibrant team and be a driving force in shaping AAT’s service excellence and operational impact. If you are driven, passionate about delivering exceptional results and ready to make a difference, we want to hear from you! Whether your interest lies in the role of Customer Support Advisor or Partner Support Advisor/Apprentice, please indicate your preference in your application form when responding to the question about your role interest.
What are the benefits?
At AAT we believe in treating our staff well and this is reflected in our wide-ranging benefits, which include:
Hybrid working (1-2 days per week in our London office) and opportunities for further flexible working.
25 days’ annual leave, increasing one day per year up to a maximum of 30 days plus bank holidays.
Great pension scheme, life assurance and critical illness cover.
Health cash plan.
Enhanced maternity and shared parental leave contributions of up to 6 months’ full pay depending on the length of service.
Regular wellbeing initiatives.
Cycle2Work scheme and much more.
Closing Date: The planned closing date for this role is 27 May 2025 at 10:00, however, we reserve the right to close the role earlier than planned.
We are committed to being an inclusive and welcoming place to work. We encourage applications from diverse candidates and make recruitment decisions based on skill and experience. We have a Diversity and Inclusion (D&I) Champions group, which leads on our D&I strategy and organise events to celebrate and raise awareness. We are a disability-confident committed employer and have signed up to the Race at Work Charter. We have also signed up for the Women in Finance Charter and in 2022 we exceeded our target for appointing females into senior positions.
Come and help us to make AAT an even better place to work!
Interested?
To apply please upload a copy of your CV and fill your application online.
Term: Permanent
Location: We have hybrid working in place, with 1-2 days per week, in our office in Canary Wharf.
We are recruiting for two roles to join the Customer and Account Management service: Customer Support Advisor and Partner Support Advisor/Apprentice.
As a Customer Support Advisor, you will provide timely, accurate and empathetic support to customers across multiple channels, resolving their enquiries in line with AAT policies and procedures. You will provide guidance on our qualifications, products and services and support customers in making the right choices about their next steps. You will support maximise lead opportunity conversions, meet organisational targets and enhance the overall customer experience, creating opportunities for building long-term and relationships and business growth. You will balance hands-on support with ensuring customer expectations are consistently met or exceeded, thereby improving overall customer experience and satisfaction
As a Partner Support Advisor/Apprentice, you will be the primary point of contact for partners, providing support, guidance and assistance to ensure successful collaboration. The role will respond to enquiries and resolve issues via multiple channels in line with AAT brand, policies and procedures, and promote AAT products and services in all appropriate interactions. By providing timely and accurate support you will ensure partner expectations are consistently met or exceeded, thereby improving their experience and satisfaction. As a Partner Support Advisor/Apprentice you are required to undertake a qualification as part of this apprenticeship.
Major objectives
Your major objectives will include:
Respond to all enquiries professionally and courteously, providing clear and accurate information. Investigate and resolve issues to ensure customers and partners feel valued.
Understand the needs of customers and partners, support outbound call activities, and build positive, long-term relationships.
Listen empathetically, explain relevant policies and procedures clearly, and adjust your communication style to manage conversations effectively.
Interact with customers and partners across various channels, including phone, email, live chat, and social media, ensuring a consistent and high-quality support experience.
Accurately update internal systems with all interactions, issues, and resolutions to maintain detailed records for future reference.
Ensure all customers and partners are treated with respect, manage interactions with vulnerable individuals, and escalate any safeguarding concerns appropriately.
Actively gather feedback, stay updated on new products and services, and collaborate with teams to enhance processes and improve the overall experience.
Ensure diversity and cultural awareness to ensure appropriate handling of enquiries from customers of diverse or cultural backgrounds
What are we looking for?
Possess industry specific knowledge or experience.
Strong verbal and written communication skills.
Adaptability, active listening, emotional intelligence and resilience to thrive in a dynamic environment.
Demonstrate strong critical thinking and the ability to effectively problem solve.
Strong interpersonal and relationship-building skills with the ability to engage stakeholders effectively.
Proficient knowledge and effective use of CRM systems and digital tools.
Demonstrate effective time management, prioritisation, multitasking, and attention to detail.
Proven experience in working effectively within a team.
Join our vibrant team and be a driving force in shaping AAT’s service excellence and operational impact. If you are driven, passionate about delivering exceptional results and ready to make a difference, we want to hear from you! Whether your interest lies in the role of Customer Support Advisor or Partner Support Advisor/Apprentice, please indicate your preference in your application form when responding to the question about your role interest.
What are the benefits?
At AAT we believe in treating our staff well and this is reflected in our wide-ranging benefits, which include:
Hybrid working (1-2 days per week in our London office) and opportunities for further flexible working.
25 days’ annual leave, increasing one day per year up to a maximum of 30 days plus bank holidays.
Great pension scheme, life assurance and critical illness cover.
Health cash plan.
Enhanced maternity and shared parental leave contributions of up to 6 months’ full pay depending on the length of service.
Regular wellbeing initiatives.
Cycle2Work scheme and much more.
Closing Date: The planned closing date for this role is 27 May 2025 at 10:00, however, we reserve the right to close the role earlier than planned.
We are committed to being an inclusive and welcoming place to work. We encourage applications from diverse candidates and make recruitment decisions based on skill and experience. We have a Diversity and Inclusion (D&I) Champions group, which leads on our D&I strategy and organise events to celebrate and raise awareness. We are a disability-confident committed employer and have signed up to the Race at Work Charter. We have also signed up for the Women in Finance Charter and in 2022 we exceeded our target for appointing females into senior positions.
Come and help us to make AAT an even better place to work!
Interested?
To apply please upload a copy of your CV and fill your application online.