Latest jobs

We're sorry, there are currently no jobs that match your search parameters

Back to jobs Team Leader - Customer Care - German Market
  • London, England
  • £30,000 to £35,000
  • (Permanent)
We're sorry, you can no longer apply for this job.

Do you love leading from the front and pulling people forward to success with you?

The role of the Customer Care Team Leader (German speaking market) will be to support growth in the European Market, through the delivery of excellent service to their Members. The Customer Care Team Leader will ensure high standards are achieved by managing and supporting a key team of Customer Care Advisors responsible for customer enquiries from European markets.

Key responsibilities:
Customer Care
- Communicate with customers by phone, e-mail, or in person and provide excellent and accurate service (in both German and English);
- Review Held for Payment reports on a regular basis and oversee communication to rectify problem orders;
- Identify problems with member accounts and/or orders and solve them accordingly;
- Act as a point of escalation for customer complaints;
- Support the Customer Care Manager with day to day operations and monitoring.

Team Leadership
- Responsible for inspiring and motivating the team on a daily basis;
- Responsible for weekly 1-2-1 coaching with each team member and identify training needs and assist in the induction program for new team members;
- Plan, participate and conduct training for team members;
- Look for opportunities to develop each and every team member; allow them to grow in their role as well as laterally, within the Company;
- Work with other managers in other departments to explore co-operative work between departments;
- Proactively plan team schedules and holidays to ensure customer service standards are exceeded;
- Work with the Customer Care Manager to develop policy and procedures and training manuals to advance customer relations to better meet customer needs;
- Be a role model setting a good example to team members – this is a working Team Leader role, the TL will also be answering calls and emails;
- Manage cover in Customer Care for holidays, sickness etc;
- Some travel within Europe will be required to assist at conventions, meetings and other corporate or distributor events. The candidate must be able to travel internationally and to the USA..

Person Specification
- Experience as an inspirational strong team leader within a customer care/call centre environment;
- Excellent native level German communication skills (both written and verbal) ESSENTIAL;
- Experience in training delivery;
- Experience within Direct Selling industry is highly desirable;
- Strong leadership and people management skills with the ability to encourage high levels of personal performance, through performance management, coaching and support;
- Good interpersonal skills and good cultural awareness;
- Flexible approach to work, and work well under pressure to tight deadlines;
- Proactive solution seeker with a positive “can do” attitude;
- IT literacy.

Benefits
- Competitive salary + bonus
- Generous pension scheme
- Generous holiday package
- Season Ticket Loan
- E-learning package
- Staff shop
- Healthcare plan (Cash Plan)
- EAP Programmes