German Customer Service Team Leader

Job Title: German Customer Service Team Leader

Location: 4 days Home Based / 1 day Office location St Neots, Cambridgeshire.

Successful International company is looking for a German speaking Customer Service Team Leader. A fluent German Customer Service Team Leader is required to deliver the highest levels of service excellence and positively contribute to achieving the highest quality customer care. Serving the German market, the German Customer Service Team Leader will manage a German Team providing expert customer support by building and developing customer relationships with German customers, interpreting complex queries, initiating appropriate action, and ensuring effective resolution of all requests.

The Customer Service Team Leader is required to:

1. Motivate and support the team, coaching and developing a high performing team.
2. Lead a team of Customer Care Administrators.
3. Resolve complex customer queries and complete follow-up actions.
4. Use bespoke IT systems to resolve and process customer orders and queries.
5. Carry out various channel quality reviews and help your team develop using a coaching approach.
6. Conduct regular 1-1s and performance reviews.
7. At peak times, take calls and handle customer enquiries.
8. Collaborate with colleagues to help be the best we can be.
9. Develop product and process knowledge to continue providing excellent customer service.
10. Be a proud ambassador to customers and colleagues.

The Customer Service Team Leader Candidate Profile:

1. Previous Team Leader/Supervisor experience.
2. Passionate about delivering customer service.
3. Fluent in spoken and written German and English.
4. Positive and engaging communication skills.
5. Flexible coaching and feedback skills.
6. Effective change leadership / ability to prioritise a varied workload.
7. Ability to work in a team, ask for help, and trust colleagues.
8. Take ownership and drive team engagement.
9. Interpret department, team and individual metrics for continuous improvement.

Hours and Days:

5-week rota with 37.5 hours of work a week:

1. Week 1: 09:45 - 18:00 Monday to Friday, (with Saturday and Sunday off).
2. Week 2: 11:45 - 20:00 Monday, Tuesday, Wednesday, Thursday, Saturday (Friday and Sunday off).
3. Week 3: 09:45 - 18:00 Monday to Friday, (with Saturday and Sunday off).
4. Week 4: 11:45 - 20:00 Monday to Friday (with Saturday and Sunday off).
5. Week 5: 09:45 - 20:00 Monday, Tuesday, Wednesday, Thursday, Saturday (Friday and Sunday off).

Location:

• This role involves a mixture of home and office working; however, we do ask candidates to be able to commute to our St Neots Office in Cambridgeshire one day a week.
• Hybrid working: 1 day per week in the office, 4 days at home.