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 are looking forGermanspeaking Customer Service Team Leader. 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 development of customer relationships with German customers as well as interpreting sometimes complex queries, initiating the appropriate action, and ensuring effective resolution of all requests.

The Customer Service Team Leader is required to:

• Motivate and support the team, coaching and Develop a High Performing Team
• Lead a Team of Customer Care Administrators
• Resolve complex customer queries and complete follow-up actions.
• Use bespoke IT systems to resolve and process customer orders and queries.
• Carry out various channel quality reviews and help your team develop using a coaching approach.
• Conduct regular 1-1s and performance reviews
• At peak times, take calls and handle customer enquiries.
• Assist with Recruitment with Customer Care
• Collaborate with colleagues to help be the best we can be.
• Develop product and process knowledge to continue providing excellent customer service.
• Be a proud ambassador of Lifeplus to customers and colleagues.

The Customer Service Team Leader Candidate Profile:

• Previous Team Leader/Supervisor experience
• Passionate about delivering customer service.
• Fluent in spoken and written German and English.
• Willing to learn how to use a variety of bespoke IT systems.
• Positive and engaging communication skills.
• Flexible Coaching & feedback skills.
• Effective Change Leadership / Ability to prioritise a varied workload.
• Ability to work in a team, ask for help and trust colleagues.
• Take ownership and drive Team Engagement
• Interpret department, team and individual metrics for continuous improvement.
• Problem-solving skills to take the initiative and develop your knowledge

Hours and Days:

5-week rotational shift: (1 hour flexibility in shift start time is expected.)

3 out of 5 weeks will be: 09:00-17:15 Mon-Fri; Sat-Sun: OFF.

2 out of 5 weeks will be: Mon, Tue, Wed, Thu, Sat 0900-1715, Fri & Sun: OFF.

Location:

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