Contact Centre Team Manager - Fintech

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

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...

Please note that we are unfortunately not able to offer sponsorship for this role.

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.

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 tocreate 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 fromYOU !

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.

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