Team Leader - Customer Care
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The role of a Team Leader in our Customer Care department is to motivate and support a team of administrators to provide excellent customer service. Our network of associates are passionate about our products and people, and they contact our Customer Care centre with their product orders and questions.
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Responsibilities:
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* Motivate and support the team to develop positive relationships with customers
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* Lead a team of Customer Care Administrators
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* Coach and develop a high-performing team
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* Resolve complex customer queries and complete follow-up actions
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* Use bespoke IT systems to resolve and process customer orders and queries
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* Carry out channel quality reviews and help your team develop using a coaching approach
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* Conduct regular 1-1s and performance reviews
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* At peak times, take calls and handle customer enquiries
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* Assist with recruitment for Customer Care
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* Collaborate with colleagues to improve our services
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Requirements:
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To be successful in this role, you will need to have:
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* Fluent spoken and written German and English
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* Previous experience as a Team Leader or Supervisor
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* Possession of positive communication skills
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* Flexible and able to work in a team environment
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* Able to prioritize a varied workload
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* Taken ownership and driven team engagement
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* Interpreted department, team and individual metrics for continuous improvement
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* Effective problem-solving skills
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* Possession of flexible coaching and feedback skills
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Benefits:
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We offer a range of benefits to our employees, including:
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* Competitive salary
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* Contributory pension scheme
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* Opportunity to buy and sell holiday
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* Gym membership discounts
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* Contributory hospital and health cash plan
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* Cycle-to-work scheme
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* Eye care vouchers
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* Generous employee discount on our products and wellbeing services
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* Life assurance
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* Discounts at leading brands and retailers
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About Us:
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We are committed to providing a caring and fun community where everyone feels valued and supported. We celebrate and embrace diversity, and we believe that our success comes from creating a legacy of wellbeing.
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Location:
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This role is based in St Neots, Cambridgeshire, with flexibility to work in a hybrid way dependent on the needs and requirements of the role.
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