Integrated Payments Team Manager - UK Customer Care

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 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

• Leading a Team of up to 10 agents for Worldpay
• Driving team performance to manage ques and hit customer metrics.
• Ability to supervise, lead, and manage a large team effectively.
• Be an SME and point of contact for all queries for payment devices
• 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
• Cooperate with the data team to identify process KPIs and generate MI
• Provide coaching and development
• Deal with complex 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 to come and do their best work.

What you bring

• 3+ years of Team management experience, ability to lead and manage large teams effectively
• Understanding of product and technology
• Excellent verbal and written communication skills
• Detail-oriented and customer-driven, focusing on providing the highest quality services to Worldpay customers
• Proven target performance within a management role, ideally in Customer Care or a similar field
• Excellent organizational skills and problem-solving approach
• Proactive attitude and passion for improving processes and finding out-of-the-box solutions
• Ability to create and promote a positive and productive work environment, prioritizing colleagues' well-being

Added bonus if you have:

• Background in Process mapping
• Understanding of integrations
• Experience in a Payments or Fin-Tech company

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.

• A competitive salary and benefits.
• Time to support charities and give back to your community.
• Parental leave policy.
• Global recognition platform.
• Virgin Pulse access.
• 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.

• Curious. Humble. Creative. We ask the right questions, listening and learning to get better every day. We simplify the complex and we’re always looking to create a bigger impact for our colleagues and customers.
• 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.
• Determined. Inclusive. Open. Unlocking potential means working as one global community. Our work spans borders, and we stay united by our purpose. We collaborate, always encouraging others to perform at their best, welcoming new perspectives.

Does this sound like you? Then you sound like a Worldpayer.

Apply now to write the next chapter in your career. We can’t wait to hear from you.

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Sourcing Model

Recruitment at Worldpay works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. Worldpay does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

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