Complaints and Knowledge Manager

Join to apply for the Complaints and Knowledge Manager role at ACCA

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

ACCA has an excellent opportunity for a Complaints and Knowledge Manager to join the Operational Assurance and Development team within Customer Operations on a full-time permanent basis. The role is based in Glasgow City Centre with hybrid working available.

The Complaints and Knowledge Manager plays a critical role in ensuring the effective resolution of customer complaints and the creation, development, and continuous improvement of both internal and customer-facing knowledge content across ACCA.

The Job

On a day-to-day basis, you\’ll be involved in the following:

• Leading and managing the Complaints and Knowledge Cycles within Customer Services and across key stakeholder groups
• Overseeing the end-to-end complaints management, ensuring timely and effective resolution
• Managing and maintaining the organisational knowledge base, ensuring it reflects current policies and procedures
• Providing strong leadership and fostering effective collaboration across the Complaints and Knowledge teams
• Driving continuous improvement in policies and processes
• Analysing complaints trends to identify recurring issues and root causes, using findings to support service improvement and policy development
• Acting in accordance with guidance from ACCA\’s regulators
• Acting as a trusted business partner to internal customers, providing expert guidance and support

The Person

We\’re looking for someone who has:

• Strong leadership and team management abilities
• Excellent written and verbal communication skills with a focus on clarity and empathy
• Experience of working with large volumes of work under pressure to meet tight deadlines whilst dealing with competing priorities is essential
• Strong analytical skills to interpret data, identify trends, and implement solutions, with a focus on improving processes and enhancing customer experiences

Benefits

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.

Equal Opportunities

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.

Seniority Level

• Mid-Senior level

Employment Type

• Full-time

Job Function

• Education

Industries

• Education

For more information on ACCA, your journey as a candidate and the benefits of working with ACCA please visit our Work for Us page here https://www.accaglobal.com/uk/en/about-us/work-for-us.html.