Associate Manager - GEC Inbound

Knowledge, Skills & Abilities Required:

• Able to achieve/exceed revenue targets, while working with marketing and others to identify and promote products that will enhance our members requirements and successfully coach direct reports to do the same
• Demonstrated aptitude for customer service with a good understanding of membership, product and job knowledge, with a proven ability to move across phone, email, social media and online chat customer communication channels
• Must possess excellent coaching and leadership skills,
• Able to lead and develop cooperative groups including trust building, effective communication and supporting positive interaction, while demonstrating support for innovation and for helping to coach others to develop their capabilities
• High degree of self-awareness and emotional intelligence
• Demonstrated problem solving, organisational and analytical skills
• Able to identify needs and efficiencies and address accordingly before being asked
• Passion for service excellence and the ability to take responsibility for one's own or one's employees' performance, while being able to notice, interpret and anticipate others' concerns and feelings, and to communicate this awareness empathetically to others and to present oneself with poise, integrity and professionalism
• Able to make difficult decisions in a timely manner, function effectively when under pressure and maintain self-control in the face of hostility or provocation
• Ability to obtain, retain and cascade high levels of detailed information, adapting the method of communication depending on the audience
• Excellent negotiation, organisational and leadership skills
• Advanced level of knowledge of Excel, and strong Word, and PowerPoint skills with a working knowledge of call center technology

Required Experience, Qualifications & Education:

• 4-6 years related experience including:
  • 3 years working in a customer service role,
  • Experience leading/managing people
• Excellent command of English – written and spoken
• Minimum of 2 A-levels
• Demonstrable results-oriented approach and a high knowledge of performance evaluation procedures

Preferred Experience, Qualifications & Education:

• Bachelor’s degree (not essential as people and leadership skills far more important than Academic theory)
• 4 years’ experience of people management in a contact centre environment

Why Work for Us?
At The Association, you are part of a global, diverse and talented group of colleagues. You have opportunities to innovate and collaborate in a leading organization that impacts individuals and businesses. You’ll have opportunities to progress while enjoying an exciting work environment that supports and celebrates individual achievement, development and professional satisfaction.

Together, we will lead the most influential body of professional accountants and create the future of the global accounting profession.

We offer competitive benefits, PTO, flexible working principles, and a supportive, collaborative team environment.