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For Companies At a Glance
- Tasks: Lead a team of Customer Care Agents to deliver top-notch support.
- Company: Join Worldpay, a global leader in payment processing and innovation.
- Benefits: Enjoy hybrid working options and a supportive team environment.
- Why this job: Be part of a dynamic team that values curiosity and collaboration.
- Qualifications: 2+ years in Call Centre Team management with strong communication skills.
- Other info: Work in a fast-paced environment where your ideas matter.
The predicted salary is between 36000 - 60000 £ per year.
Make your mark at one of the biggest names in payments. With proven technology, we process the largest volume of payments in the world, driving the global economy every day. When you join Worldpay, you join a global community of experts and changemakers, working to reinvent an industry by constantly evolving how we work and making the way millions of people pay easier, every day.
We are looking for a Customer Care Team Manager to join our ever-evolving Customer Care Team to help us unleash the potential of every business. Are you ready to make your mark? Then you sound like a Worldpayer.
About the team
Our Customer Experience Worldpayers are at the heart of it all - enabling us to provide world-class support to customers. Unwavering dedication and full of enthusiasm, they are always finding ways for us to grow together. Our Customer Care Team operates between Monday to Sunday, five working days per week over 35 hours. Hybrid working option is available for this role.
What you will own
- Leading a Team of up to 15 Customer Care Agents for Worldpay
- Driving team performance to hit customer metrics
- Liaise with internal stakeholder management including HR, Resource Planning, Change Teams and Learning and Development
- Build a supportive environment for the team to succeed to provide the best customer experience for all our clients
- Provide coaching and development
- Deal with complex customer issues when escalated
What you bring
- Minimum of 2 years Call Centre Team management experience
- Excellent verbal and written communication skills
- Must be detail-oriented and customer-driven, focusing on providing the highest quality services to Worldpay customers
- Ability to lead and manage large teams effectively
- Proven target performance within a Call Centre management role ideally in a Customer Care or similar
- Excellent organizational and communication skills
- Ability to create and promote a positive and productive work environment with our colleagues' well-being as a priority
Accountable - You never stand still, never settle. You work at pace to achieve your goals.
Curious - You ask the right questions, listening and learning to get better every day.
Inclusive - You collaborate, encouraging others to perform at their best, always welcoming new perspectives.
What makes a Worldpayer?
It’s simple: Think, Act, Win. We stay curious, always asking the right questions to be better every day, finding creative solutions to simplify the complex. We are dynamic, every Worldpayer is empowered to make the right decisions for their customers. And we are determined, always staying open - winning and failing as one.
Does this sound like you? Then you sound like a Worldpayer. Apply now to write the next chapter in your career.
Customer Care Team Manager | London, UK employer: Worldpay
Contact Detail:
Worldpay Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care Team Manager | London, UK
✨Tip Number 1
Familiarise yourself with Worldpay's values and mission. Understanding their commitment to customer experience and innovation will help you align your answers during interviews, showcasing how you embody these principles.
✨Tip Number 2
Prepare specific examples from your past experience that demonstrate your ability to lead a team effectively. Highlight instances where you improved team performance or resolved complex customer issues, as these are key aspects of the role.
✨Tip Number 3
Network with current or former employees of Worldpay on platforms like LinkedIn. Engaging with them can provide valuable insights into the company culture and expectations, which can be beneficial during your interview.
✨Tip Number 4
Stay updated on industry trends in customer care and payment solutions. Being knowledgeable about the latest developments will not only impress your interviewers but also show your commitment to continuous learning and improvement.
We think you need these skills to ace Customer Care Team Manager | London, UK
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your relevant experience in call centre team management. Emphasise your leadership skills, customer service achievements, and any metrics you've met or exceeded in previous roles.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer care and your ability to lead a team. Mention specific examples of how you've driven performance and improved customer satisfaction in past positions.
Highlight Key Skills: In your application, focus on the key skills mentioned in the job description, such as excellent communication, organisational abilities, and a detail-oriented approach. Use concrete examples to demonstrate these skills.
Showcase Your Leadership Style: Describe your leadership style and how it aligns with Worldpay's values. Discuss how you create a positive work environment and support your team's development, which is crucial for the Customer Care Team Manager role.
How to prepare for a job interview at Worldpay
✨Showcase Your Leadership Skills
As a Customer Care Team Manager, you'll need to demonstrate your ability to lead and motivate a team. Prepare examples of how you've successfully managed teams in the past, focusing on your coaching techniques and how you foster a positive work environment.
✨Understand the Company Culture
Worldpay values curiosity, accountability, and inclusivity. Research these values and think about how you can embody them in your responses. Be ready to discuss how you can contribute to a culture that encourages collaboration and continuous improvement.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills, especially regarding complex customer issues. Think of specific scenarios where you've dealt with escalated situations and how you resolved them effectively while maintaining customer satisfaction.
✨Highlight Your Communication Skills
Excellent verbal and written communication is crucial for this role. Be prepared to discuss how you ensure clear communication within your team and with stakeholders. You might also want to share examples of how you've handled difficult conversations or feedback.
