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 1-2 days per week, in our office in Canary Wharf.

We are hiring for two exciting roles within our Customer Account Management Team: Customer Support Manager and Customer and Partner Operations Manager. Both positions are key leadership roles that will drive operational excellence and deliver exceptional customer and partner support, reflecting AAT’s vision and values.

What exactly will you be doing?

In these critical leadership roles, you will oversee high-performing teams to ensure seamless query resolution, multi-channel responsiveness and continuous improvements in service delivery. By implementing innovative strategies and harnessing customer insights, you will foster satisfaction, progression and retention while supporting long-term business growth. Collaboration with internal teams and external stakeholders will be integral to shaping processes and enhancing performance.

Major objectives

Your major objectives will include:

• Manage and lead a high-performing team responsible for delivering outstanding customer and partner experiences across multiple channels.
• Ensure efficient, operational processes that are aligned with policies, compliance standards, and are supported by clear standard operating procedures
• Analyse performance metrics and data to monitor progress, identify trends and drive actionable improvements.
• Oversee escalated queries and ensure support channels meet defined SLAs and deliver first-time-right resolutions.
• Act on feedback and insights from customers and partners to continuously improve service delivery and experience.
• Champion a culture of professionalism, collaboration and commercial awareness within and across teams.
• Drive innovation, implement technological solutions and optimise productivity to enhance service outcomes.

What are we looking for?

• Proven leadership experience in customer and operational management.
• Strong proficiency with CRM systems and customer service technologies.
• Outstanding communication and people management skills.
• Analytical mindset with expertise in process improvement and performance tracking.
• Ability to balance compliance requirements with operational efficiency.
• Skilled in cross-functional collaboration and stakeholder management.
• A proactive and solution-oriented thinker with a focus on driving impactful results.

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 Manager or Customer and Partner Operations Manager, 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 11 May 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.