Department: Customer Experience
Location: Trimble Offices, Morley
Compensation: £33,600 - £38,000 / year
About the role
As a Team Leader – French Speaking, you will lead and develop a team of support agents, ensuring excellent customer experiences across multiple channels including phone, email, WhatsApp, webchat, and social media. You will manage team performance, coach colleagues, resolve escalated queries, monitor KPIs, and drive continuous improvement while fostering a high‑performing and positive team environment.
Key Responsibilities
- Lead, motivate, and coach a team of Italian and French‑speaking support agents.
- Manage team performance, SLAs, KPIs, and adherence to policies.
- Oversee scheduling, workloads, and team workstreams.
- Handle complex or escalated customer interactions efficiently.
- Support recruitment, onboarding, and development of new team members.
- Collaborate with internal teams to ensure smooth handovers and aligned customer support.
- Promote team engagement, wellbeing, and continuous improvement initiatives.
Skills, Knowledge & Expertise
- Fluency in French (written and spoken).
- Minimum 1 year of leadership experience in a customer‑facing or support environment.
- Strong customer service focus and ability to manage escalated complaints.
- Proven ability to coach, mentor, and develop diverse teams.
- Knowledge of HR policies and procedures.
- Data‑driven, with excellent attention to detail.
- Resilient, adaptable, and positive attitude.
- Strong technology and system skills.
- Ability to consistently meet KPIs, objectives, and SLAs.
Desirable Skills & Experience
- Experience in sales‑driven support teams with high‑value targets.
- Familiarity with CRM systems.
- Experience managing inbound and outbound operations.
Equal Opportunities
At Vintage Trading Limited, we’re committed to creating an inclusive environment where everyone feels heard, respected, and able to bring their authentic self to work. We believe that diversity fuels innovation, creativity, and success. We welcome applicants from all backgrounds, perspectives, and experiences.
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