Customer Support Advisor
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Position Overview & Specifications
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: 5 * Permanent and 1 * Fixed Term Contract until 31 March 2024
Hours: Full time (35 hours per week)
Salary: £26,505 per annum.
Location: We have hybrid working in place, with 1-2 days per week, in our office in Canary Wharf.
Job Description: Customer Support Advisor JD
What exactly will you be doing?
As a Customer Support Advisor, you’ll be part of a dedicated team of expert communicators handling incoming calls and emails from our customers looking to speak to a professional member of our team.
Dealing with enquiries and assisting our customers with their needs, you will be enthusiastic, confident and an excellent communicator both verbally and written.
But that’s not all, as a Customer Support Advisor you are far more than just a front-line advisor. You will also be responsible for helping identify new ways of working and contributing towards initiatives and projects all whilst delivering at pace.
Major objectives
The key objectives for the role are highlighted below
- Be the face of AAT for in-bound customer enquiries via multiple channels.
- Address customer requests in an efficient way and provide guidance through their next steps.
- Handle information with confidentiality while being compliant with the relevant policies and procedures.
- Successfully meet required objectives and KPIs on an ongoing basis and within agreed service level targets
- Deliver a consistent high level of service to both internal and external stakeholders.
What are we looking for?
We are looking for someone who has the following skills and experience to join us:
- Experience working within a customer support or similar environment dealing with enquiries over the phone and via email.
- Excellent interpersonal, communication and influencing skills.
- An emphasis on accuracy and attention to detail.
- Identifying and acting on opportunities to improve the customer experience.
- A positive attitude and approach to work in line with our vision and company behaviours.
- Naturally empathic and caring putting both our customers and the business at the heart of what we do.
- Competent typing and computer navigation skills and the use of Microsoft Office software including Outlook, Word & Excel, as well as the use of a customer database.
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 and fresh fruit in the office
- Cycle2Work scheme and much more
Closing Date: The planned closing date for this role is 17 April 2023 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 2022 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 submit a copy of your CV and covering letter. Please note, that applications without a covering letter will not be considered.
If you have a disability, need further support, or reasonable adjustments to assist you in our process, please contact us at hr.enquiries@aat.org.uk or by calling 0207 735 2468 and asking for a member of the HR team.
Candidate Selection & Onboarding Process
Application & Resume Screening
Submit your tailored CV/Resume directly to the talent acquisition portal.
Technical & Competency Interviews
Virtual interviews with the hiring manager and multidisciplinary team.
Formal Offer & Benefits Negotiation
Written agreement outlining compensation, equity, retirement vesting, and relocation allowances.
Onboarding & Corporate Integration
Equipment provisioning, team orientation, and commencement of duties.
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