Customer Operations Team Manager

Closing date for applications is: 2 September 2026

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

We welcome applications from candidates who meet some but not all of the criteria listed below.

We have an exciting opportunity within our Business Relations team for a role as Team Manager on a full time, 12 Month fixed term basis. You must have the ability to be fully operational at home and in our Glasgow office.  

The Job 

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

Reporting to the Customer Operations Manager you will lead a team of Business Relations advisers by carrying out the following duties; 

• Lead the team to deliver excellent service to our partners using qualitative and quantitative insights
• Prioritise training and development schedule for advisors across the different products the business relations team service
• Work to embed the recent Digital transformation changes and prepare for ILA in the team.
• Be an ambassador for partners at internal and external meetings 
• Understand the importance and analyse and feedback CSAT  contributing to partner experience.
• Analyse and understand agent Key performance indicators and your role in managing these.
• Lead and conduct team meetings / huddles when required 

 The Person 

We’re looking for someone who: 

• Demonstrates positive ACCA behaviours 
• Understands customer needs and identify gaps and any trends in customer demand 
• Has a keen eye for detail 
• Is motivational, can drive the team forward 
• Understands the need for change and continuous improvement and can think digitally  
• Has the ability to work independently and also work as part of a team 
• Can work in a fast paced and demanding environment 
• Who believes in people and development and has proven people management skills 

If you wish to know more about the role, please contact Katy Davidson, Customer Operations Manager 

Our Benefits

We strive to create an environment where you can prioritise your wellbeing and so have designed our benefits to give you the flexibility and power to do so. Our core benefits include private healthcare, life assurance and income protection as well as a fantastic defined contribution pension scheme.

We provide an employee assistance programme and are proud to offer a financial wellbeing tool called Nudge, to our employees.

Our flexible benefits platform gives you the power to customise your benefit plan to suit your needs, you can choose to add a number of benefits including extra holidays, PMI family cover, cycle to work, Travel and Gym loans and more! You can also enjoy exclusive access to our discount site and wellbeing centre platform.

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.

Interested in this role? Please click Apply to submit your application.