Overview

German Speaking Customer Care Team Leader (Hybrid)

Location: St Neots, Hybrid only in the office once a week

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
• 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.
• 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
• Contributory hospital and health cash plan
• Eye care vouchers
• Free monthly nutritional and personal care products
• Discounts at leading brands and retailers

Role Details

• Seniority level: Associate
• Employment type: Full-time
• Job function: Customer Service
• Industries: Telephone Call Centers