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: Proven leadership experience and a passion for customer service 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 employer: Sitel Corp.
Foundever® is an exceptional employer that prioritises a People First approach, fostering a supportive and inclusive work culture in Kingston. With a strong focus on employee development, you will have the opportunity to enhance your leadership skills while motivating your team to deliver outstanding customer experiences. Enjoy competitive salaries, bonuses, and a commitment to diversity, making Foundever® a rewarding place to grow your career.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Team Manager - Fintech in Kingston
✨Tip Number 1
Get to know the company culture! Before your interview, check out Foundever®'s values and mission. This way, you can tailor your answers to show how you fit right in with their People First approach.
✨Tip Number 2
Practice your leadership stories! Think of specific examples where you've successfully coached or motivated a team. This will help you demonstrate your people management skills during the interview.
✨Tip Number 3
Prepare for situational questions! Be ready to tackle scenarios related to problem-solving and performance management. Show them you can think on your feet and handle challenges like a pro.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a thank-you email expressing your enthusiasm for the role. It’s a great way to keep your name fresh in their minds and show you’re genuinely interested.
We think you need these skills to ace Contact Centre Team Manager - Fintech in Kingston
Some tips for your application 🫡
Show Your Passion for People Management:When writing your application, let your passion for people management shine through! Share examples of how you've inspired and motivated teams in the past. We love seeing candidates who genuinely care about their team's success.
Highlight Your Customer Service Experience:Make sure to emphasise your experience in customer service, especially in a call centre environment. We want to know how you've handled customer queries and created positive experiences, so don’t hold back on those success stories!
Be Clear and Concise:Keep your application clear and to the point. Use straightforward language and avoid jargon. We appreciate a well-structured application that makes it easy for us to see your skills and experience at a glance.
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 you’re keen to join our team at Foundever®!
How to prepare for a job interview at Sitel Corp.
✨Know Your People Management Skills
Make sure you can talk confidently about your experience in people management. Prepare examples of how you've coached and motivated teams in the past, especially in a fast-paced environment like a contact centre.
✨Showcase Your Problem-Solving Abilities
Be ready to discuss specific challenges you've faced as a leader and how you resolved them. Foundever® values effective problem-solving skills, so highlight instances where your critical thinking made a difference.
✨Understand Customer Experience
Brush up on the importance of customer experience in a contact centre setting. Be prepared to share your thoughts on how to create a positive environment for both customers and team members, aligning with the company's People First approach.
✨Communicate Openly and Honestly
During the interview, demonstrate your communication skills by engaging openly with the interviewer. Discuss how you facilitate two-way communication within your team and how you handle feedback from employee satisfaction surveys.
