At a Glance
- Tasks: Lead a dynamic customer support team, delivering top-notch service to global clients.
- Company: Join Convera, the largest non-bank B2B cross-border payments company worldwide.
- Benefits: Enjoy competitive salary, bonuses, flexible work, and generous time-off policies.
- Other info: Be part of a diverse, inclusive culture with excellent career growth opportunities.
- Why this job: Make a real impact in a fast-paced environment while supporting international students.
- Qualifications: Experience in managing teams and delivering high-quality customer service.
Customer Care Supervisor / Customer Support Manager – Peterborough (hybrid)
In this role, you will be responsible for leading a high-performing customer support team across both in-person and remote environments, delivering exceptional service to a diverse global customer base through telephone, email, and digital channels. You will be accountable for achieving service level agreements (SLAs), key performance indicators (KPIs), customer satisfaction targets, and operational excellence within a fast-paced, highly regulated environment.
Leading and developing teams through coaching, mentoring, recruitment, and succession planning, while fostering a culture of accountability, collaboration, continuous improvement, and customer-centricity. Experienced in managing complex service operations, balancing business objectives with customer needs, and ensuring consistent service delivery across multiple locations and time zones.
A significant aspect of the role includes supporting customers and stakeholders within the education sector, working closely with educational institutions, students, parents, and partners worldwide. This requires an understanding of the unique challenges faced by international students and education providers, ensuring responsive support throughout the student journey while maintaining high levels of customer satisfaction and service quality.
With a global remit, the role involves collaborating with cross-functional teams and stakeholders across multiple countries, sharing best practices, driving consistency in service standards, and supporting strategic initiatives that enhance the overall customer experience. Responsible for workforce planning, operational resilience, performance management, quality assurance, and process improvement initiatives that deliver measurable efficiencies and positive outcomes for customers and the business.
Key Responsibilities
- Lead, motivate, and develop customer-facing teams delivering high-volume support to global clients and educational institutions.
- Manage performance against SLAs, KPIs, quality standards, and customer satisfaction measures.
- Coach and mentor team members to maximise performance, engagement, and career development.
- Oversee resource and capacity planning to ensure operational resilience and effective service delivery.
- Champion a customer-first culture, ensuring seamless and positive experiences across all communication channels.
- Drive continuous improvement initiatives to enhance efficiency, service quality, and customer outcomes.
- Partner with stakeholders across global regions to implement best practices and maintain consistent service excellence.
- Act as an escalation point for complex customer, student, and institutional queries, ensuring timely and effective resolution.
- Support change management initiatives and contribute to the successful delivery of organisational objectives.
- Maintain compliance with policies, procedures, and regulatory requirements within a dynamic international environment.
Key Achievements and Responsibilities:
- Led, motivated, and developed a customer-facing team delivering high-volume transactional support to internal and external clients.
- Managed operational performance against SLAs, KPIs, quality standards, and customer satisfaction metrics.
- Conducted regular performance reviews, coaching sessions, and development plans to enhance employee engagement and capability.
- Oversaw resource and capacity planning to ensure efficient service delivery and operational resilience during fluctuating business demands.
- Drove a culture of customer centricity, ensuring seamless and consistent customer experiences across multiple service channels.
- Identified and implemented process improvements that increased efficiency, reduced risk, and enhanced customer outcomes.
- Managed quality assurance frameworks, monitoring service standards and ensuring adherence to regulatory and internal compliance requirements.
- Led change initiatives and continuous improvement projects, supporting the successful implementation of new processes and business objectives.
- Acted as an escalation point for complex customer issues, demonstrating sound judgement and effective problem-solving skills.
- Collaborated with cross-functional stakeholders, global teams, and senior leadership to share best practices and drive operational performance.
- Maintained and reviewed operational procedures, ensuring documentation remained accurate, compliant, and aligned with business requirements.
- Supported frontline operations during peak demand periods while acting as a subject matter expert for team processes and customer service excellence.
Skills Demonstrated
- People Leadership & Team Development
- Performance Management
- Customer Experience Management
- Stakeholder Engagement
- Change Management
- Operational Excellence
- Continuous Improvement
- Workforce & Capacity Planning
- SLA & KPI Management
- Coaching & Mentoring
- Quality Assurance
- Problem Solving & Decision Making
- Risk & Compliance Awareness
- Microsoft Office Suite & Business Systems
You should apply if you have:
- High School Diploma / Degree or equivalent level of qualification / work experience
- Experience in managing people
- Experience of leading developing and motivating Client facing teams undertaking high volume transactional services
- The ability to remain calm and resilient when solving problems, facing challenges, and recovering from mistakes.
- Experience of managing high quality, responsive services within a service focused environment,
- Experience of identifying, implementing, and driving improvements in systems, processes, and practices to improve efficiency and enhance the Client/Customer experience.
- Good knowledge of MS applications.
- Experience in the Financial or Education sector would be an advantage
About Convera
Convera is the largest non-bank B2B cross-border payments company in the world. Formerly Western Union Business Solutions, we leverage decades of industry expertise and technology-led payment solutions to deliver smarter money movements to our customers – helping them capture more value with every transaction. Convera serves more than 30,000 customers ranging from small business owners to enterprise treasurers to educational institutions to financial institutions to law firms to NGOs.
Our teams care deeply about the value we bring to our customers which makes Convera a rewarding place to work. This is an exciting time for our organization as we build our team with growth-minded, results-oriented people who are looking to move fast in an innovative environment.
As a truly global company with employees in over 20 countries, we are passionate about diversity; we seek and celebrate people from different backgrounds, lifestyles, and unique points of view. We want to work with the best people and ensure we foster a culture of inclusion and belonging.
We offer an abundance of competitive perks and benefits including:
- Market competitive monthly salary.
- Opportunity to earn an annual bonus.
- Great career growth and development opportunities in a global organization.
- A flexible approach to work (hybrid 2-3 days in the office).
- Generous insurance (health, disability, life).
- Paid holidays, time-off, and leave policies for life events (maternity, paternity, adoption).
- 3 “wellness days” off per year.
- Paid time off for volunteering opportunities / charity (5 days per year).
There are plenty of amazing opportunities at Convera for talented, creative problem solvers who never settle for good enough and are looking to transform Business to Business payments.
Apply now!
#LI-EW2
Customer Care Supervisor / Customer Support Manager – Peterborough (hybrid) employer: Convera
Convera is an exceptional employer that prioritises employee growth and development within a dynamic, hybrid work environment in Peterborough. With a strong focus on fostering a culture of inclusion and belonging, employees benefit from competitive salaries, generous insurance packages, and ample opportunities for career advancement in a global organisation. The company's commitment to customer-centricity and continuous improvement ensures that team members are engaged and empowered to make a meaningful impact in the education sector and beyond.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Supervisor / Customer Support Manager – Peterborough (hybrid)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Convera. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Convera before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Care Supervisor / Customer Support Manager – Peterborough (hybrid)
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Convera:Your cover letter is your chance to shine! Tell us why you want to work at Convera specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Convera!
How to prepare for a job interview at Convera
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
