Job Description
Job title: German Speaking Customer Service Team Leader
Location: Hybrid | Cambridgeshire (1 day a week in the office)
Salary: £33,500 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:
* Lead, motivate, and support your team to build strong relationships with customers and consistently deliver an exceptional service experience.
* Manage and develop a team of Customer Care Administrators, ensuring a culture of excellence and collaboration.
* Provide coaching and day-to-day guidance to encourage professional growth and high performance.
* Investigate and resolve complex customer queries, ensuring timely and effective follow-up.
* Navigate bespoke internal systems to accurately process customer orders, updates, and inquiries.
* Conduct quality checks across customer service channels and provide feedback using a coaching approach to drive continuous improvement.
* Hold regular one-to-one meetings and performance reviews to support team development and performance management.
* During busy periods, assist by taking calls and managing customer enquiries directly.
* Support the recruitment and onboarding process for new Customer Care team members.
What We're Looking For:
* Fluency in German and English (written and spoken)
* Proven experience leading a customer service or support team
* Strong interpersonal and coaching skills with the ability to inspire and develop others
* Excellent problem-solving abilities and a customer-first mindset
* Confident using IT systems and navigating bespoke platforms
* 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.