Job Title: German Customer Care Team Leader
Location: Home Based / St Neots, Cambridgeshire, England
Remote: The role will be remote based with 1 day per month in the office for training.
This leading international company is looking for a German speaking Customer Care Team Leader to be based at their head office in St Neots, Cambridge, England. Fluent German speakers are required to deliver the highest levels of service excellence and positively contribute to achieving the highest quality customer care. Serving the German market, the German team will provide expert customer support by building and developing customer relationships with German customers, interpreting complex queries, initiating appropriate actions, and ensuring effective resolution of all requests.
Responsibilities:
1. Motivate and support the team, coaching and developing a high performing team.
2. Lead a team of Customer Care Administrators.
3. Resolve complex customer queries and complete follow-up actions.
4. Use bespoke IT systems to resolve and process customer orders and queries.
5. Carry out various channel quality reviews and help your team develop using a coaching approach.
6. Conduct regular 1-1s and performance reviews.
7. At peak times, take calls and handle customer enquiries.
8. Assist with recruitment within Customer Care.
9. Collaborate with colleagues to help be the best we can be.
10. Develop product and process knowledge to continue providing excellent customer service.
11. Be a proud ambassador of Lifeplus to customers and colleagues.
Candidate Profile:
1. Previous Team Leader/Supervisor experience.
2. Passionate about delivering customer service.
3. Fluent in spoken and written German and English.
4. Willing to learn how to use a variety of bespoke IT systems.
5. Positive and engaging communication skills.
6. Flexible coaching and feedback skills.
7. Effective change leadership / ability to prioritise a varied workload.
8. Ability to work in a team, ask for help, and trust colleagues.
9. Take ownership and drive team engagement.
10. Interpret department, team, and individual metrics for continuous improvement.
11. Problem-solving skills to take the initiative and develop your knowledge.
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