Supervisor Customer Care (Hybrid)

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).
This 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.
• Respond to inbound enquiries via telephone and email (where appropriate) in a timely manner with the aim of converting them to contracted business.
• Create individual brand on social media to nurture targets and build network.
• Provide a high-quality level of customer care.
• Recognise the wider impact of their role within the business.
• Contribute to the continuous improvement of systems, processes and procedures.
• Support Other Teams on ad hoc initiatives and projects.
• Work closely with line manager to maximise own strengths, improve weaknesses and support own career development.
• Complete mandatory, technical and on the job training as required to enhance skills and develop knowledge, including GDPR and privacy training.
• Operate in line with all policies and procedures.
• Ensure all data protection and privacy legislation is adhered too.
• Demonstrate Company Values and contribute to a positive culture.

What You May Need to be Successful:
 

• Call center or related field experience is required. Experience in a lead or supervisory role is preferred. Call center certifications are a plus.
• Strong computer navigation skills.
• Strong problem-solving and analytical skills utilizing creativity and innovation
• Excellent communication skills, including the ability to tailor communication to the audience to achieve desired results
• Must be able to see the project, decisions, and processes in terms of the big picture/cross-departmental impacts

Other Knowledge, Skills, Abilities or Certifications: 

• Communicate in a clear and concise manner.
• Ability to work in a logical flow to isolate causes of problems and determine potential solutions
• Ability to multi-task (type notes into appropriate systems while assisting customers via phone; work within multiple screens and platforms while assisting customers and/or researching issues.)
• Ability to effectively prioritize and perform multiple tasks in a dynamic, fast-paced environment.
• Ability to quickly connect with people, establish a rapport, express empathy, and project confidence.
• Ability to work collaboratively in a team environment.
• Prior experience with Microsoft Windows Operating Systems and ISPs required and prior Customer Care and/or background services work related experience preferred.

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Why First Advantage is Your Next Big Career Move
First Advantage is going through a technology transformation! We are looking for experts who are excited to work with advanced technologies and provide best-in-class user experiences, drive the development and deployment of scalable solutions, and smoothly guide our agile teams and clients through meaningful changes as we continue to expand our impact.
Additional benefits offered to our eligible people include:

• Health & Wellbeing: Medical, Vision, Dental, Bike2Work Scheme, Employee Assistance Programme.
• Personal Financial Planning: Pension with employer contribution, Life Assurance and Financial and Legal Helpline.
• Personal & Family Leave: Holidays (PTO), Enhanced Maternity Leave, Sick Pay.
• Career Development: Mentoring Programme, SOAR Programme (Manager development), and Annual Performance Reviews

Our Culture Code

• Do the right thing (honesty, consistency, responsibility)
• Show respect for the individual (environment of dignity brings out potential)
• Put the client first (outside-in approach)
• Innovate and create (out-of-the-box thinking)
• Collaborate and appreciate one another (team-oriented)

What Are You Waiting For? Apply Today!
You have learned a little about us today – we want to learn about you! If you think this position and our company are a great fit for your areas of interest and expertise, tell us about you by applying now!
First Advantage is proud to be a global leader in removing barriers and supporting our community members to ensure the changing demographics of the workforce are reflected in our hiring and employment practices. We value all our candidates, employees, and clients, and place great emphasis on hiring and supporting qualified individuals in each role. We are an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other area protected by applicable law.