At a Glance
- Tasks: Lead and inspire a team to deliver exceptional customer experiences in a dynamic fintech environment.
- Company: Join Foundever®, a global leader in customer experience with a supportive culture.
- Benefits: Enjoy a competitive salary, bonus opportunities, and career progression in a vibrant workplace.
- Other info: Diverse and inclusive workplace with excellent growth opportunities.
- Why this job: Make a real impact by coaching a passionate team and enhancing customer satisfaction.
- Qualifications: 1+ year in a supervisory role, strong communication, and problem-solving skills required.
The predicted salary is between 32000 - 32000 £ per year.
Basic Salary: Up to £32,000.00 per annum, paid monthly (dependent on experience)
Bonus: 10% monthly, performance-based
Benefits: Employee recognition platform, progression opportunities, and an award-winning culture!
Opening Hours: Shifts between Monday to Sunday, 08:00 to 19:00
Contract Type: Permanent, full-time (37.5 hours per week)
Location: Canbury Park Road, Kingston upon Thames, KT2 6LZ
Start Date: ASAP
Please note that we are unfortunately not able to offer sponsorship for this role.
Foundever® is looking for a dedicated and people-focussed leader to support the smooth running of daily operations on our Intuit account in Kingston! If you're passionate about people management and excellent customer experiences, then we encourage you to read on.
What will I be doing?
As a Team Manager, our people are your customers. You play a pivotal part in putting your team first and inspiring them to be great. You'll support one of our global fintech clients, Intuit, in leading a team to deliver excellence. We advocate a People First approach throughout our business with Customer Experience as our area of expertise, and in our busy contact centre you will relish the opportunity to learn and develop your skills further by working collaboratively with colleagues, other departments and our Client.
Primary responsibilities:
- Lead and coach a team of fifteen Customer Success Experts to meet and exceed business objectives, ensuring that financial, operational and quality metrics are consistently achieved.
- Follow a process of continuous review and proactive management of absenteeism and attrition for all Experts.
- Continually review and monitor work performance of all Experts against agreed KPI's.
- Ensure Experts are recognized and rewarded for outstanding achievements/performance in line with company mission and values.
- Facilitate a culture of open and honest two-way communication with all team members.
- Ensure action from employee satisfaction surveys are implemented and continuously reviewed.
- Coach, develop and motivate Experts by providing the skills and knowledge to perform their job.
- Ensure appropriate actions are taken to improve client satisfaction survey scores.
Are you who we’re looking for?
It is essential you have passion for management and customer service in order to create an environment for success through regular coaching, engaging and motivating your team. It is also important that you are a confident and experienced leader, with great problem solving skills that can effectively deliver in a fast paced and changeable environment. You will be a self-assured competent manager with experience in delivering effective HR solutions, from return to works to disciplinary procedures. By leading the way you will develop your team's skills and confidence in order for them to build brand loyalty by taking ownership of customer queries and providing consistently positive solutions.
In short, we’re looking for:
- Experience: Minimum 1 year experience in a Team Manager/supervisory role within a contact centre environment (essential).
- Employee Performance: Strong performance management skills.
- Communication Skills: Excellent verbal and written communication skills, with the ability to adapt your style to customer or client.
- Ability: Good numeric and verbal reasoning skills.
- Critical thinking: Effective problem-solving skills.
Who are Foundever® and Intuit?
Foundever® is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we’re the team behind the best experiences for +800 of the world’s leading and digital‑first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter. Intuit is a global financial technology platform powering prosperity for over 100 million customers worldwide. With a mission to help individuals and small businesses thrive, they are the team behind trusted brands like TurboTax, Credit Karma, QuickBooks, and Mailchimp.
Why join Foundever®?
At Foundever®, you’ll find our contact centre jobs surprising. We believe in memorable experiences for all of our associates, whether you’re just starting out or bring years of expertise and are looking for a fresh challenge - we’re committed to ensuring you thrive every step of the way to create your best moments. If you would like to have the opportunity to work with our varied and well‑known brands, be part of a brilliant and supportive culture that makes a positive impact in the communities where we operate, and enjoy a balanced work‑life pattern with a competitive salary, then we want to hear from YOU! Plus, for those aspiring to build a career in customer experience, you’ll be intrigued to discover that Foundever® is a place where 84% of people grow.
Foundever® is an equal opportunity and Disability Confident employer. We value our diversity and we’re committed to making Foundever® a truly inclusive place to work. We recognize and embrace that people work in different ways and we’ll always adapt as much as possible so you have the best and most comfortable working environment that we can offer.
The personal data you provide in your application, and as part of the recruitment process, will only be held and processed for the purpose of the selection process of Foundever® and in connection with any subsequent employment or placement, unless otherwise indicated. Your data will be retained only for as long as it permitted by UK legislation and then destroyed.
Contact Centre Team Manager - Fintech in Kingston upon Thames employer: Foundever Brasil
Foundever® is an exceptional employer located in the vibrant Kingston upon Thames, offering a supportive and inclusive work culture that prioritises employee growth and development. With a commitment to memorable experiences for all associates, the company provides competitive salaries, flexible working patterns, and opportunities to work with renowned brands, ensuring that 84% of employees advance in their careers. Join us to be part of a dynamic team where your contributions make a positive impact in the community.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Team Manager - Fintech in Kingston upon Thames
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Foundever Brasil. 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 Foundever Brasil 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 Contact Centre Team Manager - Fintech in Kingston upon Thames
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 Foundever Brasil:Your cover letter is your chance to shine! Tell us why you want to work at Foundever Brasil 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 Foundever Brasil!
How to prepare for a job interview at Foundever Brasil
✨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.
