Job Description
Job Title: Contact Centre - Team Leader (Full-Time / Permanent)Salary: Commensurate with experience, plus bonus and benefitsLocation: Coventry, West Midlands.
Who we areMoneycorp is a world-leading cross-border payments business with banking licences and operations across the entire value chain of the international payments and foreign exchange industry. With over 40 years of market experience and industry knowledge, at the heart of our culture is strong relationships and trust. Our mission is to reduce friction and help clients navigate the complex global payments market.We provide access to an extensive product offering through a unique multi-channel approach, built on strong regulatory infrastructure and led by a highly experienced and qualified team, enabling clients to perform cross border payments seamlessly.
Moneycorp continues to be a globally diverse workplace, employing people across 17 offices and 11 countries. The foundation of our success is our people, and nurturing a culture of belonging for all of our colleagues is central to our journey as a global business.
Who You Are / Your Next ChallengeThe foreign exchange industry thrives on relationships and trust. Moneycorp customer services representatives are at the forefront, ensuring that clients can have their concerns and queries put at ease by the positive, friendly voice at the other end of the phone.
We have a fantastic opportunity for an experienced Customer Service Team Leader to join the UK International Payments Customer Service team. The successful candidate will be leading our team of customer service representatives who provide expert service for all queries relating to their account and their transactions. You will ensure queries are resolved efficiently and that customers have a positive experience in all interaction with us becoming advocates of moneycorp.
Key accountabilities include;- Team Leadership- Handling Customer Queries- Customer Loyalty- Maintain Company Standards- Meeting team KPIs- Ad hoc project work
Knowledge & ExperienceDemonstrable achievement in a team leadership roleCoaching and mentoring skills are a mustExperience in a Customer Service/middle office role would be great, but not a necessity if you’re a quick learnerHaving worked via telephone, email and face to face is desirable but not essential, as our training is supportive and thorough
Language SkillsExcellent English, written and verbal is essentialAdditional languages to a business standard would be fantastic. Notably French, Spanish, Portuguese (Brazilian) or Portuguese
Skills and CompetenciesYou’ll need clear written and verbal communication skillsExcellent and empathetic listenerGood organisational skills notably prioritisationStrong numerical skillsIT literate, good with word processing, spreadsheet and email packagesExcellent attention to detail
Interested?If the role sounds like you, we invite you to upload a copy of your CV by clicking on the Apply button.
Start Date: ASAP
Please note: This is position is full-time, permanent. The role is expected to be office-based in Coventry as part of the UK International Payments team. However, we have an agile flexible working policy which enables you to work up to 2 days from home if desired.
What you get in return:This role offers a competitive salary (depending on experience), plus a comprehensive benefits package including;• 25 days holiday plus a day off for your birthday• Pension – through salary sacrifice• BUPA private medical health insurance• Wellbeing initiatives• Cycle to Work / Electric Car Scheme• Free eye tests• Long Service Awards
For company news, announcements and market insights, visit our News Hub.You can also find Moneycorp on Facebook, Twitter UK, Twitter Americas, Instagram, LinkedIn, where you can discover how we are leading the way in global payments and currency risk management.
Fostering a culture of belonging and inclusivity We're committed to creating a workplace where every individual feels valued, respected, and included. As an Equal Opportunity Employer, we actively cultivate an inclusive culture where diversity thrives, and we empower our colleagues to drive meaningful change within our organisation through initiatives like our DE&I focus groups and Company Values Champions network.
Like many of our peers, we recognise that fostering inclusivity is an ongoing journey, and we remain steadfast in our commitment to progress. By measuring our efforts through regular assessments and listening to the feedback of our employees, we strive to ensure that our initiatives are impactful and responsive to the evolving needs of our workforce.Together, we want to build a workplace where everyone can bring their authentic selves to work, as we believe this is the foundation of innovation, creativity, and collective success.