Integrated Payments Team Manager - UK Customer CareAre you ready to write your next chapter?
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 globalmunity 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're looking for a Team Manager to join our UK Customer Care POS centre of excellence 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
Based in our Gateshead site, the UK Customer Care team provides support to customers for our Integrated Payments solutions and support onboarding for integrated payments. The team provides product support to our most valued customers through both telephone and case work, ensuring our customers have a fantastic experience.
Our customers expect world-class service and you'll be part of a highly motivated team consistently striving to achieve the highest results.
What you'll own
1. Leading a Team of up to 10 agents for Worldpay
2. Driving team performance to manage ques and hit customer metrics.
3. Ability to supervise, lead, and manage a large team effectively.
4. Be an SME and point of contact for all queries for payment devices
5. Liaise with internal stakeholder management, including HR, Resource Planning, Change Teams, and Learning and Development
6. Build a supportive environment for the team to succeed, to provide the best customer experience for all our clients
7. Cooperate with the data team to identify process KPIs and generate MI
8. Provide coaching and development
9. Deal withplex customer issues when escalated
Where you'll own it
You'll own it in our vibrant Gateshead site, our sites are hubs of activity, conversation, and openness. With inspiring, stylish workspaces we want people to feel excited toe and do their best work.
What you bring
10. 3+ years of Team management experience, ability to lead and manage large teams effectively
11. Understanding of product and technology
12. Excellent verbal and writtenmunication skills
13. Detail-oriented and customer-driven, focusing on providing the highest quality services to Worldpay customers
14. Proven target performance within a management role, ideally in Customer Care or a similar field
15. Excellent organizational skills and problem-solving approach
16. Proactive attitude and passion for improving processes and finding out-of-the-box solutions
17. Ability to create and promote a positive and productive work environment, prioritizing colleagues' well-being
Added bonus if you have:
18. Background in Process mapping
19. Understanding of integrations
20. Experience in a Payments or Fin-Techpany
Behavior overviews:
Accountable - You never stand still, never settle. You work at pace to achieve your goals.
Dynamic - You champion your ideas and stay flexible to make them happen. You know that every action adds up.
Open - You work across borders, working with your team to achieve your collective goals.
Worldpay perks - what we'll bring for you
We know it's bigger than just your career. It's your life, and your world. That's why we offer global benefits and programs to support you at every stage. Here's a taste of what you can expect.
21. Apetitive salary and benefits.
22. Time to support charities and give back to yourmunity.
23. Parental leave policy.
24. Global recognition platform.
25. Virgin Pulse access.
26. Global employee assistance program.
What makes a Worldpayer
At Worldpay, we take our Values seriously, and we live them every day. Think like a customer, Act like an owner, and Win as a team.
27. Curious. Humble. Creative. We ask the right questions, listening and learning to get better every day. We simplify theplex and we're always looking to create a bigger impact for our colleagues and customers.
28. Empowered. Accountable. Dynamic. We stay agile, using our initiative, taking calculated risks to progress. Never standing still, never settling, we work at pace to achieve our goals. We champion our ideas and stay flexible to make them happen. We know that every action adds up.
29. Determined. Inclusive. Open. Unlocking potential means working as one globalmunity. Our work spans borders, and we stay united by our purpose. We collaborate, always encouraging others to perform at their best, weing new perspectives.