Customer Success Team Leader

Global Payments; Stockport; On-site; GBP 29,000; Full time

Job summary

A leading payment solutions provider in Stockport is looking for a Customer Service Advisor. This role involves leading a team, ensuring high levels of customer service, and achieving KPIs within a vibrant team environment. Candidates should have at least one year of leadership experience in a fast-paced customer service setting and a passion for delivering exceptional customer service. The position includes a basic salary of £29,000, with competitive commissions and comprehensive training opportunities.

Benefits

Excellent Basic Salary of £29,000

Competitive Commission structure

Minutes away from public transport

In-depth Training and Development

Qualifications

• Minimum of 1 year in a Team Leader role in a high-paced Customer Service environment.
• Proven ability to train, motivate, and lead a team of call center Customer Service Advisors.
• Experience with Technical Helpdesk is desirable.

Responsibilities

• Lead by example with a positive attitude.
• Motivate your team to achieve KPIs each month.
• Daily monitor agent performance against core KPIs.
• Live listen/call coach team members for quality assurance.
• Support new starters with training and technical knowledge.

Skills

Team Leadership

Customer Service

Time Management

Resilience

Coaching

Job description

Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best‑in‑class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.

Benefits of being our Customer Service Advisor

• Excellent Basic Salary of £29,000
• Competitive Commission structure
• Our offices are minutes away from all public transport links and on‑site parking.
• In depth Training and Development with the opportunity to progress your career

40‑hour week with shifts between Mon – Fri 8am – 6pm, Saturdays 9‑5pm (On rotation)

Requirements for our Customer Service Advisor

• Minimum of 1 year in a Team Leader role in a high paced Customer Service environment is preferred.
• Proven ability to train, motivate and lead team of call centre Customer Service Advisors
• Experience with Technical Helpdesk is desirable.
• Passionate and committed to deliver a high level of Customer Service
• Ability to manage own time and the ability to adapt quickly to processes.
• Must have a positive can‑do attitude, be punctual and reliable.
• Ability and commitment to deliver a high level of customer service.
• Resilience and ability to adapt quickly.
• Ability to manage your own time.
• Ability to manage multiple workstreams.
• Ability to remain calm and professional in a pressurised call centre environment.

Responsibilities of our Customer Service Advisor

• Leading by example with a positive – can do attitude.
• Motivate your team to ensure all KPI’s are achieved each month.
• Daily monitoring of agent / team performance against core KPI’s to ensure a pro active approach is taken if improvement is needed.
• Live listening / call coaching to all team members to ensure the quality of conversations with our customers is world class.
• Support new starters into the nosiness to ensure they have the correct technical knowledge and any gaps in training are identified and resolved quickly.
• Understand your team’s customer call back drivers and ways to improve these to reduce repeat calls and customer churn.
• Running reports and sharing daily, weekly and monthly performance data.
• Send daily updates to your team against core KPI’s and platinum targets.
• Completing quality assurance checks and ensure feedback and coaching is given to improve agent performance.
• Resolve live customer complaints / escalations to ensure issues are resolved as quickly as possible.
• Sharing ideas and implementing process improvements to increase the average lifetime value of our customers.

About Us

Takepayments offer a market‑leading range of solutions, including card terminals, online payments and POS systems. We focus on quality, value and high levels of customer service, to ensure that all of our merchants have the right product, at the right price, and importantly, the right level of post‑sales support they need.

Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website, please contact [e-mail].