Job Title: Customer Service Manager (French & German)
Location: Lichfield – must live within a 45-minute commute and have own transport
Contract: Full-time, Permanent
Hours: 8:30am–5:00pm (Mon–Thu), 8:30am–4:45pm (Fri)
Salary: £40,000 per annum
Travel: Occasional travel to sales meetings (around 3 times per year, including potential international travel)
A leading organisation is seeking an experienced Customer Service Manager to supervise a busy UK Customer Service team and ensure excellent service delivery to a wide customer base. This role is ideal for a confident people manager with strong communication skills and a background in customer service leadership.
You will be responsible for day-to-day team supervision, service quality, process improvements, and complaint management. You will also provide French and German language support to wider customer service functions when required.
Key Responsibilities:
1. Lead, support and supervise a team of Customer Service Coordinators
2. Oversee workflow, service levels, and daily team activity
3. Manage escalated complaints and ensure corrective actions are implemented
4. Train and develop team members, maintaining high performance and capability
5. Set objectives, conduct regular 1:1s, and deliver constructive performance feedback
6. Handle customer communication across phone, email, social media, and messaging platforms
7. Ensure accurate order processing and timely delivery
8. Liaise with internal departments to resolve operational issues
9. Maintain CRM systems, documentation, order portals and customer records
10. Drive continuous improvement in processes and customer experience
11. Provide accurate product and technical information when required
12. Manage allocated projects and support department workflows
Essential Skills & Experience:
13. Native-level French (C1–C2) and fluent German (B2–C2)
14. Proven experience leading a customer service team
15. Strong understanding of customer service standards and SLAs
16. Excellent communication and interpersonal skills
17. Professional telephone manner and customer-focused approach
18. Motivated, resilient, and adaptable
19. Strong IT skills, including Microsoft Office
20. Process-driven with a continuous improvement mindset
Desirable:
21. Leadership-related qualification
22. Experience handling technical or product-related enquiries
23. Complaint management experience
24. Previous administration and CRM experience
If you are a motivated leader with strong customer service expertise and the ability to inspire a team, we’d welcome your application