Customer Care Team Manager

Customer Care Team Manager – Location: Victory House, Gateshead

Are 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 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’re looking for a Customer Care Team Manager to join our ever-evolving Customer Care Team to help us unleash the potential of every business.

About the team

Customer Experience

• 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’re always finding ways for us to grow together.
• Our Customer Care Team operates between Monday to Sunday, five working days per week over a 35 hours. Hybrid working option is available for this role.

What you’ll 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 required for the role
• 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

What makes a Worldpayer

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’re dynamic, every Worldpayer is empowered to make the right decisions for their customers. And we’re 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.