Supervisor Customer Care

3 weeks ago

Nottingham, United Kingdom First Advantage Full time

We are seeking a _**Supervisor Customer Care (Hybrid) **_in the _United Kingdom_ who can work from in office (West Bridgford, Nottingham) as well as from home._

At First Advantage (Nasdaq: FA), people are at the heart of everything we do. From our customers and partners to our greatest asset — our team members. Operating with empathy and compassion, First Advantage fosters a global inclusive workforce devoted to the diverse voices that make up our talent and products. Our team members empower each other to be their authentic selves and treat all with respect, integrity, and fairness. Say hello to a rewarding career and come join a leading provider of mission-critical background screening solutions to some of the most recognized Fortune 100 and Global 500 brands.

First Advantage is changing the face of the background screening industry. With CEO Scott Staples at the helm, we’re driving innovation by listening to our customers and implementing agile development and design-based

If you are looking to grow your career in a culture that is ready for innovative thinkers, First Advantage is the place for you.

**What We Do**:
We are on the frontline of recruitment enabling organizations to Hire Smarter. Onboard Faster First Advantage is an HR Tech company delivering innovative solutions and insights to enable our clients to manage risk and hire the best talent. Leveraging an advanced global technology platform, First Advantage builds fully scalable, configurable screening programs that meet the unique needs of over 33,000 clients across the world. Headquartered in Atlanta, GA and with an internationally distributed workforce spanning 19 countries with about 5,500 employees, First Advantage serves 35,000+ customers, and performs over 93 million screens in over 200 countries and territories annually. And, with the industry’s largest global footprint, we are truly a worldwide organisation.

**Who You Are**:

- Self-motivated - you love to lead others but are also ready to “roll up your sleeves." You can spearhead a project and see it through from start to completion.
- A team player - you navigate cross-functional teams and work well with team members across groups toward a common goal. While you are an independent contributor, you appreciate the value in collaboration.
- An innovator - you see gaps in current processes or workflows as an opportunity to improve and try something new.
- A lifelong learner - you seek opportunities to learn and upskill, you understand the importance of thorough and secure screenings, and are interested in the Human Capital sector and the confluence of people, process, and technology.

**What You'll Do**

The **Supervisor of Customer Care** manages the overall staffing structure and workflow of a Customer Care team comprised of 15-25 Customer Care agents supporting a large client: including day-to-day employee management as well as customer relationship management. As a supervisory role, this position will get involved resolving escalated team issues and is expected to consistently meet departmental expectations on metrics related to deliverables. This role will maintain departmental quality and compliance standards by identifying and implementing ongoing improvements in the areas of people, access, and systems to achieve defined performance metrics. This role requires a high level of knowledge working in call center protocol along with the ability to direct the Customer Care team to success to successfully meet departmental performance expectations. Decision-making and problem-solving are key components of this role.

All remote employees must be on camera for all training sessions, including new hire orientation and meetings with leaders and clients. Working at home requires internet speeds that can support the FA systems; a minimum download speed of 120mps and 10mbp upload is required. Computers must be hard wired to a router (We provide equipment).
- While this role is a Hybrid position, individual _**_must be in United Kingdom _**_and will be required to work from in office (West Bridgford, Nottingham) as well as from home_._
- Working with both Sales Managers/Directors, develop a clear understanding of different sector requirements and how our services deliver value to these markets.
- Work collaboratively with Marketing to create effective and regular outreach campaigns.
- Proactively identify suspects and prospects and create an activity plan to achieve targets.
- Quickly become familiar with FA’s products and services and competently demonstrate features and benefits via scheduled client meetings (mainly virtual).
- Proactively appointment set larger value enquiries/identified leads to the most appropriate sales representative.
- Consistently achieve individual targets and contributes positively to team goals.
- Thoroughly and accurately document activity, pipeline, forecast and contacts in CRM.
- Create individual brand on social media to nurture targets and build

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