German Customer Service Team Leader

Location
St. Neots, Cambridgeshire
Salary
£24,000 - £27,000
Posted
27 Sep 2016
Closes
27 Oct 2016
Ref
GTL

Role Purpose:
The purpose of the Team Leader role is to proactively lead, develop, motivate and support a team of Customer Service Administrators and ensure their team is focussed on achieving the highest standards of customer care ensuring the delivery of quality information and advice and promoting service excellence.
To handle complex customer enquiries interpreting customer’s needs, initiating appropriate service delivery and ensuring effective resolution of service requests and personally contribute to achieving the highest standards of Customer Service.

The role will include but is not limited to:
-Motivate and support the team to develop positive relationships with customers to provide excellent customer service
-Resolve complex customer queries and complete follow-up actions
-Use bespoke IT systems to resolve and process customer orders and queries
-Carry out call quality reviews and help your team develop using a coaching approach
-At peak times, take calls and handle customer enquiries
-Recruitment of Customer Care Administrators
-Collaborate with colleagues to help us be the best we can be
-Develop product and process knowledge to continue providing excellent customer service
-Be a proud ambassador to customers and colleagues.

Key Attributes
-Previous Team Leader/Supervisor experience
-Passionate about delivering customer service
-Fluent in speaking and writing German and English
-Willing to learn how to use a variety of bespoke IT systems
-Positive and engaging communication skills
-Coaching & feedback skills
-Ability to work in a team, ask for help and trust colleagues
-Face to face Customer Service skills with visitors and at events
-Ability to prioritise a varied workload
-Interpret department, team and individual metrics for continuous improvement
-Problem-solving skills to take the initiative and develop your knowledge

The responsibilities and attributes listed above is indicative it is not exhaustive and is not designed to limit or inhibit the way we work or how the role develops. This is intended to be a fluid document and indicates how we currently see the role.

Working Hours:
2 on 2 off Shift
A two week rotation working Monday, Tuesday, Friday, Saturday the first week, Wednesday and Thursday the second week. Working hours of 7 am and 8 pm with a total of 1 hour 15 minutes break per day.

Please note: The successful applicant will be required to undertake a criminal record check.