Join to apply for the Complaints and Knowledge Manager role at ACCA.
ACCA is committed to a workplace culture that is inclusive, diverse, human and connected. The role is based in Glasgow City Centre and offers hybrid working.
The Complaints and Knowledge Manager plays a critical role in ensuring the effective resolution of customer complaints and the continuous improvement of 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 working with large volumes of work under pressure to meet tight deadlines and competing priorities.
- Strong analytical skills to interpret data, identify trends, and implement solutions focused on improving processes and enhancing customer experiences.
Benefits
We strive to create an environment where you can prioritise your wellbeing, offering a competitive benefits package including an employee assistance programme and a financial wellbeing tool.
We are committed to equal opportunities across our recruitment activities and to ensuring the inclusion and well‑being of all employees.
