Customer Care Manager

German Language Customer Care Team Leader

Hybrid Role: 4 days from home, 1 day at the office - St Neots, Cambridge

This international, people-focused company values everyone who works with them and creates an environment of mutual respect, trust, and collaboration. They strive for their people to feel valued and to have fun at work. They are currently looking for a Customer Care Team Leader to join the team.

The Customer Care Team Leader will lead, motivate, and support a team of administrators to provide excellent customer service to the network of associates/customers by building relationships, resolving queries on a wide variety of complex topics, and processing orders and changes. Customer Care is the first contact point for our network of associates, and the role is to motivate and support a team to truly represent their values and principles.

The Customer Care Team Leader is responsible for:

1. Motivating and supporting the team to develop positive relationships with customers to provide excellent customer service.
2. Resolving complex customer queries and completing follow-up actions.
3. Using bespoke IT systems to resolve and process customer orders and queries.
4. Carrying out call quality reviews and helping your team develop using a coaching approach.
5. At peak times, taking calls and handling customer inquiries.
6. Recruiting Customer Care Administrators.
7. Developing product and process knowledge to continue providing excellent customer service.
8. Being a proud ambassador to customers and colleagues.

Customer Care Leadership experience:

1. Previous Team Leader/Supervisor experience.
2. Passionate about delivering customer service.
3. Fluent in spoken and written German and English.
4. Willing to learn how to use a variety of IT systems.
5. Positive and engaging communication skills.
6. Coaching and feedback skills.
7. Ability to work in a team, ask for help, and trust colleagues.
8. Face-to-face Customer Service skills with visitors and at events.
9. Ability to prioritize a varied workload.
10. Interpreting department, team, and individual metrics for continuous improvement.
11. Problem-solving skills to take the initiative and develop your knowledge.

This is an employer of choice offering a supportive and positive environment to develop your career, which includes a generous and market-leading package:

1. Rewarding salary packages.
2. Contributory pension scheme of up to 6%.
3. Flexible holidays.
4. Gym membership and leading retailer discounts.
5. Contributory health plan.
6. Relocation support package.
7. Cyle2Work scheme.
8. Eye care vouchers.
9. Free nutritional and personal care products at work.
10. Life assurance.

Athena Resourcing Solutions is an employment agency and employment business. We are an equal opportunities employer, welcoming applications from candidates of all races, genders, ages, religions and beliefs, sexual orientations, and people with disabilities. Due to the high volume of applications we receive, we are deeply sorry, but it is not always possible to respond to each applicant personally. Only those applicants who are shortlisted for the position can be contacted. If you have not heard from us within two days, please assume that your application for this position has been unsuccessful. By submitting your CV to us and/or applying for any job vacancy advertised by us, you agree to your data being processed by us and to receive job alert emails/job-related information or other career development-related information.