At a Glance
- Tasks: Lead and inspire a team to deliver exceptional customer experiences in a dynamic contact centre.
- Company: Join Foundever®, a people-focused fintech leader committed to inclusivity.
- Benefits: Competitive salary, bonus opportunities, and a supportive work environment.
- Other info: Enjoy a vibrant workplace with opportunities for personal and professional growth.
- Why this job: Make a real impact by developing your team's skills and enhancing customer satisfaction.
- Qualifications: Experience in call centre management and strong leadership skills are essential.
The predicted salary is between 32000 - 32000 € per year.
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 and apply...
WHAT YOU'LL 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. We advocate a People First approach throughout our business with Customer Experience as our area of expertise. 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 Clients.
ABOUT YOU
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.
KEY RESPONSIBILITIES
- Lead and coach a team 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 Advisors.
- Continually review and monitor work performance of all Advisors against agreed KPI’s.
- Ensure Advisors 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 Advisors by providing the skills and knowledge to perform their job.
- Ensure appropriate actions are taken to improve client satisfaction survey scores.
YOUR PROFILE AND EXPERIENCE
- Leadership: Evidence of effective interpersonal, coaching/supervisory skills.
- Language Skills: Bonus if you're also fluent in either German, French, Spanish, Italian or Portuguese! (Desirable)
- Expertise: Previous experience working in a call centre environment is essential.
- Communication Skills: Excellent telephone, computer/keyboard, verbal and written communication skills.
- Ability: Good numeric and verbal reasoning skills.
- Critical thinking: Effective problem‑solving skills.
- Employee Performance: Performance Management skills.
WHAT WE'RE OFFERING
- Salary: Up to £32,000 per annum, dependent on experience
- Bonus: 10% monthly
- Location: KT2 6LZ, Kingston upon Thames, UK (on‑site working)
- Contracted Hours: 37.5 hours per week
- Working Hours: Monday to Friday, 08:00 to 19:00, and Saturday & Sunday, 09:00 to 18:00 (1 in 3 weekends)
- Contract Duration: Permanent, full‑time
- Start Date: ASAP
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 recognized 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.
Contact Centre Team Manager - Fintech in Kingston upon Thames employer: Sitel Corp.
At Foundever®, we pride ourselves on being a people-first employer, dedicated to fostering a supportive and inclusive work environment in Kingston. Our commitment to employee development is reflected in our continuous coaching and recognition initiatives, ensuring that every team member has the opportunity to thrive and contribute to exceptional customer experiences. With competitive salaries, a bonus structure, and a culture that values diversity, we are an excellent choice for those seeking meaningful and rewarding employment in the fintech sector.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Team Manager - Fintech in Kingston upon Thames
✨Tip Number 1
Network like a pro! Reach out to current employees at Foundever® on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for the interview process. It’s all about making connections!
✨Tip Number 2
Prepare for the interview by practising common questions related to team management and customer service. Think of examples from your past experiences that showcase your leadership skills and problem-solving abilities. We want you to shine!
✨Tip Number 3
Show your passion for people management during the interview. Talk about how you’ve motivated teams in the past and how you plan to create a positive environment at Foundever®. Remember, they’re looking for someone who puts their team first!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the Foundever® family. Let’s get you that job!
We think you need these skills to ace Contact Centre Team Manager - Fintech in Kingston upon Thames
Some tips for your application 🫡
Show Your Passion for People Management:When writing your application, let your passion for people management shine through! Share specific examples of how you've inspired and motivated your team in the past. We love to see candidates who genuinely care about their team's success.
Highlight Your Customer Service Expertise:Make sure to emphasise your experience in delivering excellent customer service. Use real-life scenarios where you’ve solved problems or improved customer satisfaction. This will show us that you understand the importance of a customer-first approach.
Be Clear and Concise:Keep your application clear and to the point. Use bullet points for key achievements and avoid jargon. We appreciate straightforward communication, so make it easy for us to see why you’re the right fit for the role!
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re keen on joining our team at Foundever®!
How to prepare for a job interview at Sitel Corp.
✨Know Your Stuff
Before the interview, make sure you understand Foundever®'s values and their People First approach. Familiarise yourself with their Intuit account and think about how your leadership style aligns with their focus on customer experience.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully managed teams in the past. Highlight your coaching techniques and how you've motivated team members to exceed performance metrics. Be ready to discuss specific situations where your problem-solving skills made a difference.
✨Engage in Two-Way Communication
During the interview, demonstrate your ability to communicate openly. Ask insightful questions about the team dynamics and how Foundever® fosters a culture of feedback. This shows you're not just a leader but also someone who values collaboration.
✨Be Ready for Scenario Questions
Expect to be asked about handling difficult situations, such as managing absenteeism or improving client satisfaction scores. Prepare structured responses using the STAR method (Situation, Task, Action, Result) to clearly convey your thought process and outcomes.
