Job Description
German Speaking Customer Care Team Leader (Hybrid)
Location: St Neots, Hybrid only in the office once a week
Salary: £34,600 + Benefits
Client Profile:
Our Client, a leading international healthcare company is looking for a German Speaking Customer Care Team Leader to join their team in St Neots, Cambridgeshire.
Key Responsibilities:
* Motivate and support the team to develop positive relationships with customers to provide excellent customer service.
* Lead a Team of Customer Care Administrators
* Coach and Develop a High Performing Team
* 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 us be the best we can be.
* Develop product and process knowledge to continue providing excellent customer service.
Personal Specification:
* 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 work in a team, ask for help and trust colleagues.
* Ability to prioritise a varied workload.
* 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.
2-week rotational shift:
● Week 1: Monday to Friday, 09:45 to 18:00
● Week 2: Monday, Tuesday, Wednesday, Friday and Saturday, 11:45 to 20:00
Company Benefits:
● Contributory pension scheme of up to 6%
● Opportunity to buy & sell holiday
● Gym membership discounts
● Contributory hospital and health cash plan
● Cycle2Work scheme
● Eye care vouchers
● Free monthly nutritional and personal care products
● Life assurance
● Discounts at leading brands and retailers
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