Director EMEA Customer Care (UK)

We are seeking a Director EMEA Customer Care in the United Kingdom. While position is remote, individual will be required in office (West Bridgford, Nottingham) for occasional meetings with leadership, training, and engagement activities. 
At First Advantage (Nasdaq: FA), people are at the heart of everything we do. From our customers and partners to our greatest advantage — 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.
What We Do: 
We are on the frontline of recruitment enabling organisations 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 technology platform, First Advantage builds fully scalable, configurable screening programs that meet the unique needs of over 30,000 clients. Headquartered in Atlanta, GA and with an internationally distributed workforce spanning 17 countries with about 5,000 employees, First Advantage performs over 100 million screens in over 200 countries and territories annually. 
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 Director EMEA Customer Care is part of the Customer Care leadership team with oversight of our teams supporting clients within EMEA. Primary support for customers in EMEA is by team members located across the globe, currently; England and Poland with smaller teams in the Philippines and India. Their primary focus will be to ensure Operational Excellence of the team, driving to a defined set of KPI’s and performance measures with the goal of exceeding our customer expectations. Additionally, they will oversee strategy, budget requirements, and lead the customer care initiatives to ensure every customer receives a consistently exceptional experience from our team regardless of where they are located. The Director will evolve, develop, and build a best-in-class team to continuously improve key performance indicators, customer satisfaction metrics, and employee engagement and retention. They will demonstrate a strategic mindset that can articulate multiple business objectives at an executive level while driving results and leveraging the team in every interaction with our customers. The Director must be fluent in English. They will manage teams throughout EMEA, and other global locations determined as strategic locations and must be able to work across multiple cultures and regional laws and requirements. As the face of Customer Care in the region, this leader must also represent Customer Care both internally with our global Customer Success and Operations teams and executive leadership, as well as with our global customers for required QBRs and other customer meetings.
This is a 100% remote position, individual must be in United Kingdom. With the preference of living near or around our (West Bridgford, Nottingham) office. 
Key Responsibilities:

• Customer focused with a goal of improving the end-to-end Customer experience, advocating for our customers at every step in the customer journey.
• Employee centric; building strong culture of engagement that defines great organizations and reduces employee turnover.
• Sense of urgency to drive real time change depending on varying conditions to ensure a consistent customer experience.
• Rely on data and technology to create self-service options and eliminate root causes that result in customer contacts.
• Deliver productivity gains by driving operational efficiencies and process improvements while maintaining or exceeding key performance metrics.
• Attain key performance metrics including SLA Adherence, CSAT, NPS, Handle Time, Quality, Reliability, Efficiency and First Contact Resolution.
• Drive innovation and lead ROI analysis and prioritization of key investments.
• Lead, evaluate and coach a team of Customer Care professionals.
• Strong Collaboration skills to work internally across multiple business units.
• Develop and manage the annual budget.
• Strong Executive Presence to serve as the First Advantage representative with customers.
• Interact regularly with executive leadership to ensure that customer care priorities are aligned with total company direction.

What You May Need to be Successful:
 
Experience: 

• Extensive experience managing operational customer care teams located in EMEA and APAC 
• Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets. 
• Proven management and/or relationship management experience at a senior, strategic level role. 
• Established record of accomplishment of exceeding targets, KPI’s SLA’s, in a quality led, legislative compliant environment. 

 
Other Knowledge, Skills, Abilities or Certifications: 

• Able to interpret MI/BI and develop strategy and make recommendations. 
• Demonstrate ability to motivate and communicate with others at all levels 
• Influential relationships skills at all. Able to use these relationships to deliver service improvements 
• Excellent communication and negotiation skills. 
• Able to adapt and succeed in a changing environment 
• Evidence of well-developed leadership skills. 
• Salesforce, Workforce Management, CTI, cloud-based integration 

 
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.