Customer Care Supervisor / Customer Support Manager – Peterborough (hybrid)

Job description

**Customer Care Supervisor / Customer Support Manager – Peterborough (hybrid)** In this role, you will be responsible for leading a high-performing customer support team across both in-person and remote environments, delivering exceptional service to a diverse global customer base through telephone, email, and digital channels. You will be accountable for achieving service level agreements (SLAs), key performance indicators (KPIs), customer satisfaction targets, and operational excellence within a fast-paced, highly regulated environment. Leading and developing teams through coaching, mentoring, recruitment, and succession planning, while fostering a culture of accountability, collaboration, continuous improvement, and customer-centricity. Experienced in managing complex service operations, balancing business objectives with customer needs, and ensuring consistent service delivery across multiple locations and time zones. A significant aspect of the role includes supporting customers and stakeholders within the education sector, working closely with educational institutions, students, parents, and partners worldwide. This requires an understanding of the unique challenges faced by international students and education providers, ensuring responsive support throughout the student journey while maintaining high levels of customer satisfaction and service quality. With a global remit, the role involves collaborating with cross-functional teams and stakeholders across multiple countries, sharing best practices, driving consistency in service standards, and supporting strategic initiatives that enhance the overall customer experience. Responsible for workforce planning, operational resilience, performance management, quality assurance, and process improvement initiatives that deliver measurable efficiencies and positive outcomes for customers and the business. **Key Responsibilities** - Lead, motivate, and develop customer-facing teams delivering high-volume support to global clients and educational institutions. - Manage performance against SLAs, KPIs, quality standards, and customer satisfaction measures. - Coach and mentor team members to maximise performance, engagement, and career development. - Oversee resource and capacity planning to ensure operational resilience and effective service delivery. - Champion a customer-first culture, ensuring seamless and positive experiences across all communication channels. - Drive continuous improvement initiatives to enhance efficiency, service quality, and customer outcomes. - Partner with stakeholders across global regions to implement best practices and maintain consistent service excellence. - Act as an escalation point for complex customer, student, and institutional queries, ensuring timely and effective resolution. - Support change management initiatives and contribute to the successful delivery of organisational objectives. - Maintain compliance with policies, procedures, and regulatory requirements within a dynamic international environment. **Key Achievements and Responsibilities:** - Led, motivated, and developed a customer-facing team delivering high-volume transactional support to internal and external clients. - Managed operational performance against SLAs, KPIs, quality standards, and customer satisfaction metrics. - Conducted regular performance reviews, coaching sessions, and development plans to enhance employee engagement and capability. - Oversaw resource and capacity planning to ensure efficient service delivery and operational resilience during fluctuating business demands. - Drove a culture of customer centricity, ensuring seamless and consistent customer experiences across multiple service channels. - Identified and implemented process improvements that increased efficiency, reduced risk, and enhanced customer outcomes. - Managed quality assurance frameworks, monitoring service standards and ensuring adherence to regulatory and internal compliance requirements. - Led change initiatives and continuous improvement projects, supporting the successful implementation of new processes and business objectives. - Acted as an escalation point for complex customer issues, demonstrating sound judgement and effective problem-solving skills. - Collaborated with cross-functional stakeholders, global teams, and senior leadership to share best practices and drive operational performance. - Maintained and reviewed operational procedures, ensuring documentation remained accurate, compliant, and aligned with business requirements. - Supported frontline operations during peak demand periods while acting as a subject matter expert for team processes and customer service excellence. **Skills Demonstrated** - People Leadership & Team Development - Performance Management - Customer Experience Management - Stakeholder Engagement - Change Management - Operational Excellence - Continuous Improvement - Workforce & Capacity Planning - SLA & KPI Management - Coaching & Mentoring - Quality Assurance - Problem Solving & Decision Making - Risk & Compliance Awareness - Microsoft Office Suite & Business Systems **You should apply if you have:** - High School Diploma / Degree or equivalent level of qualification / work experience - Experience in managing people - Experience of leading developing and motivating Client facing teams undertaking high volume transactional services - The ability to remain calm and resilient when solving problems, facing challenges, and recovering from mistakes. - Experience of managing high quality, responsive services within a service focused environment, - Experience of identifying, implementing, and driving improvements in systems, processes, and practices to improve efficiency and enhance the Client/Customer experience. - Good knowledge of MS applications. - Experience in the Financial or Education sector would be an advantage **About Convera** Convera is the largest non-bank B2B cross-border payments company in the world. Formerly Western Union Business Solutions, we leverage decades of industry expertise and technology-led payment solutions to deliver smarter money movements to our customers – helping them capture more value with every transaction. Convera serves more than 30,000 customers ranging from small business owners to enterprise treasurers to educational institutions to financial institutions to law firms to NGOs. Our teams care deeply about the value we bring to our customers which makes Convera a rewarding place to work. This is an exciting time for our organization as we build our team with growth-minded, results-oriented people who are looking to move fast in an innovative environment. As a truly global company with employees in over 20 countries, we are passionate about diversity; we seek and celebrate people from different backgrounds, lifestyles, and unique points of view. We want to work with the best people and ensure we foster a culture of inclusion and belonging. **We offer an abundance of competitive perks and benefits including:** - Market competitive monthly salary. - Opportunity to earn an annual bonus. - Great career growth and development opportunities in a global organization. - A flexible approach to work (hybrid 2-3 days in the office). - Generous insurance (health, disability, life). - Paid holidays, time-off, and leave policies for life events (maternity, paternity, adoption). - 3 “wellness days” off per year. - Paid time off for volunteering opportunities / charity (5 days per year). There are plenty of amazing opportunities at Convera for talented, creative problem solvers who never settle for good enough and are looking to transform Business to Business payments. **Apply now**! #LI-EW2