Job title: German Speaking Customer Service Team Leader
Location: Hybrid | Cambridgeshire (1 day a week in the office)
Salary: £34,500 per annum
Contract Type: Permanent, Full-Time
Are you fluent in German and passionate about leading high-performing teams in a customer-focused environment? We're looking for an enthusiastic and experienced Customer Service Team Leader to join our client’s team in Cambridgeshire on a hybrid basis.
In this pivotal role, you’ll be responsible for inspiring and guiding a team of administrators to deliver outstanding service to our client’s network. You’ll foster strong customer relationships, provide expert support on a variety of complex topics, and ensure efficient handling of orders and updates.
What You'll Be Doing:
1. Lead, motivate, and support your team to build strong relationships with customers and consistently deliver an exceptional service experience.
2. Manage and develop a team of Customer Care Administrators, ensuring a culture of excellence and collaboration.
3. Provide coaching and day-to-day guidance to encourage professional growth and high performance.
4. Investigate and resolve complex customer queries, ensuring timely and effective follow-up.
5. Navigate bespoke internal systems to accurately process customer orders, updates, and inquiries.
6. Conduct quality checks across customer service channels and provide feedback using a coaching approach to drive continuous improvement.
7. Hold regular one-to-one meetings and performance reviews to support team development and performance management.
8. During busy periods, assist by taking calls and managing customer enquiries directly.
9. Support the recruitment and onboarding process for new Customer Care team members.
What We're Looking For:
10. Fluency in German and English (written and spoken)
11. Proven experience leading a customer service or support team
12. Strong interpersonal and coaching skills with the ability to inspire and develop others
13. Excellent problem-solving abilities and a customer-first mindset
14. Confident using IT systems and navigating bespoke platforms
15. Contact Centre experience is highly advantageous
If you’re ready to take the next step in your career as a leader, please apply! I look forward to receiving your application.