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, 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.
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
* Experience: Minimum 1 year experience in a Team Manager/Supervisor role, ideally within a contact centre (Essential)
* Leadership: Evidence of effective interpersonal, coaching/supervisory skills.
* 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.
* Handling: Client/customer 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 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.
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