Partner Support Manager
| Posting date: | 22 July 2025 |
|---|---|
| Salary: | £51,685 per year |
| Hours: | Full time |
| Closing date: | 27 July 2025 |
| Location: | London, UK |
| Remote working: | Hybrid - work remotely up to 3 days per week |
| Company: | The Association of Accounting Technicians (AAT) |
| Job type: | Permanent |
| Job reference: |
Summary
At AAT it’s our mission to make it possible for more people to experience the opportunities a career in finance brings, through our accessible qualifications and supportive community.
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 2 days per week, in our office in Canary Wharf.
What exactly will you be doing?
As a Partner Support Manager, you will lead a dedicated and customer-focused team to deliver a seamless and responsive service experience for AAT’s training providers, assessment venues and employer partners. You will be responsible for ensuring the efficient day-to-day management of partner enquiries, proactively identifying potential issues and championing improvements across systems, processes and customer journeys. By building and developing a high-performing team, you will create a service culture that drives satisfaction, compliance and long-term engagement.
This role is ideal for an experienced operational people manager who thrives in a dynamic environment and is committed to continuous improvement and cross-functional collaboration.
Major objectives
Your major objectives will include:
Lead, motivate and support a team of Partner Support Advisors and Specialists to deliver excellent service against key performance indicators.
Monitor partner interactions across multiple channels, ensuring consistent, accurate and timely responses.
Proactively identify and escalate technical, assessment-related or policy-based issues to ensure appropriate remedial actions are taken.
Foster a culture of accountability, innovation and commercial awareness within the team.
Analyse team performance data, partner feedback, and service trends to identify opportunities for improvement and operational efficiency.
Collaborate closely with internal teams to resolve complex issues and ensure consistency in policy application and communications.
Manage team planning, resource allocation and budgets to meet demand and optimise productivity.
Ensure effective knowledge sharing, training and succession planning to maintain a strong, adaptable support function.
What are we looking for?
Proven experience in people management, with a track record of motivating teams in a customer service or support setting.
Strong understanding of CRM systems, digital platforms and service-level monitoring.
Excellent communication skills, both written and verbal, with a customer-first approach.
Experience in identifying process improvements, applying data to guide decisions, and leading through change.
Knowledge of compliance and regulatory environments, ideally within professional membership or awarding bodies.
A proactive mindset, emotional intelligence and a calm, solutions-focused approach to problem-solving.
Ability to collaborate cross-functionally and influence outcomes at all levels of the organisation.
Join our committed and collaborative team and help shape an exceptional partner experience that strengthens relationships and drives AAT’s success. If you are ready to lead with purpose and passion, we would love to hear from you!
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 July 2025 at 17.00, however, we reserve the right to close the role earlier than planned.
It’s an exciting time to join AAT and we would love you to join us on our journey. In 2023 we achieved one-star company status in the Best Companies survey, and we have recently launched our strategy to 2030.
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.
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 2 days per week, in our office in Canary Wharf.
What exactly will you be doing?
As a Partner Support Manager, you will lead a dedicated and customer-focused team to deliver a seamless and responsive service experience for AAT’s training providers, assessment venues and employer partners. You will be responsible for ensuring the efficient day-to-day management of partner enquiries, proactively identifying potential issues and championing improvements across systems, processes and customer journeys. By building and developing a high-performing team, you will create a service culture that drives satisfaction, compliance and long-term engagement.
This role is ideal for an experienced operational people manager who thrives in a dynamic environment and is committed to continuous improvement and cross-functional collaboration.
Major objectives
Your major objectives will include:
Lead, motivate and support a team of Partner Support Advisors and Specialists to deliver excellent service against key performance indicators.
Monitor partner interactions across multiple channels, ensuring consistent, accurate and timely responses.
Proactively identify and escalate technical, assessment-related or policy-based issues to ensure appropriate remedial actions are taken.
Foster a culture of accountability, innovation and commercial awareness within the team.
Analyse team performance data, partner feedback, and service trends to identify opportunities for improvement and operational efficiency.
Collaborate closely with internal teams to resolve complex issues and ensure consistency in policy application and communications.
Manage team planning, resource allocation and budgets to meet demand and optimise productivity.
Ensure effective knowledge sharing, training and succession planning to maintain a strong, adaptable support function.
What are we looking for?
Proven experience in people management, with a track record of motivating teams in a customer service or support setting.
Strong understanding of CRM systems, digital platforms and service-level monitoring.
Excellent communication skills, both written and verbal, with a customer-first approach.
Experience in identifying process improvements, applying data to guide decisions, and leading through change.
Knowledge of compliance and regulatory environments, ideally within professional membership or awarding bodies.
A proactive mindset, emotional intelligence and a calm, solutions-focused approach to problem-solving.
Ability to collaborate cross-functionally and influence outcomes at all levels of the organisation.
Join our committed and collaborative team and help shape an exceptional partner experience that strengthens relationships and drives AAT’s success. If you are ready to lead with purpose and passion, we would love to hear from you!
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 July 2025 at 17.00, however, we reserve the right to close the role earlier than planned.
It’s an exciting time to join AAT and we would love you to join us on our journey. In 2023 we achieved one-star company status in the Best Companies survey, and we have recently launched our strategy to 2030.
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.