German Speaking Customer Care Team Leader (Hybrid)

Origin Multilingual; East Midlands, Leicester; Hybrid; GBP 34,000; Full time

Job description

German Speaking Customer Care Team Leader (Hybrid)

Location: St Neots, Hybrid only in the office once a week

Salary: £33,500 + Benefits

Client Profile:

Our Client, a leading international healthcare company, is looking for a German Speaking Customer Care Team Leader to join their team in St Neots, Cambridgeshire.

Key Responsibilities:

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

Personal Specification:

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 bespoke IT systems.
5. Positive and engaging communication skills.
6. Flexible coaching & feedback skills.
7. Effective change leadership.
8. Ability to work in a team, ask for help, and trust colleagues.
9. Ability to prioritise a varied workload.
10. Take ownership and drive team engagement.
11. Interpret department, team, and individual metrics for continuous improvement.
12. Problem-solving skills to take the initiative and develop your knowledge.

Working Days/Hours:
2 on off shift, 35.25 hours per week on average - over a two week rotation, 07:00 to 20:00:

Week 1:

1. Monday / Tuesday - Working
2. Wednesday / Thursday - Off
3. Friday / Saturday - Working
4. Sunday - Off

Week 2:

1. Monday / Tuesday - Off
2. Wednesday / Thursday - Working
3. Friday / Saturday - Off

Company Benefits:

1. Learning Hub
2. Employee Assistance Program
3. Pension Scheme
4. Holiday Flexibility
5. Gym Membership
6. Monthly Products
7. Exclusive Discounts
8. Life Insurance