Job Title- German Speaking Customer Service Team Manager
Location - Leicester
Salary - £36,000-£40,000
About the Role
We are seeking a highly motivated Customer Service Team Manager fluent in German to lead and inspire our customer service team, delivering exceptional experiences for our German-speaking customers.
As part of the contact centre leadership team, you will support senior management in driving performance, quality, and efficiency across the team. This is a newly created role, established to enhance the service we provide in these key markets. It's an exciting opportunity to join at a pivotal time and play a key role in shaping our success moving forward.
In this role, you will:
Use performance data to identify areas for improvement, diagnose root causes of underperformance, and implement actions to improve customer experience and KPI delivery.
Drive a high-performance culture through coaching, performance management, and leading by example.
Communicate clearly and consistently with your team, ensuring messages are understood and acted upon.
Work with HR/People teams to conduct formal performance discussions in alignment with company policies.
Act as an escalation point for customer issues, empowering your team to resolve queries effectively.
Identify and develop talent within your team, fostering self-managed, high-performing teams.
Recognise high performance, retain top talent, and inspire your team to deliver amazing customer experiences aligned with our values.About You
Proven experience leading or managing a team, ideally in a customer-facing environment.
Fluency in German and English (written and spoken at C1 level or native proficiency).
Strong coaching and performance management skills with a track record of driving measurable improvements.
Ability to thrive in a fast-paced environment, managing multiple priorities effectively.
Excellent communication and stakeholder management skills.
Emotionally intelligent, adaptable, and resilient, with the ability to lead through change.Benefits
Flexible hybrid working
Targeted annual bonus scheme
Holiday entitlement increases with years of service
Access to discounts and cashback offers via our staff portal
Group personal pension scheme and life insurance
24/7 Virtual GP service for you and your household
Free onsite parking, tea & coffee stations, and subsidised café with free breakfast toast