Job Details

German Speaking Team Leader

Job Reference: sm54909540955camb Salary: £25,000 - £29,999
Job Hours: Full-Time Job Sector: Call Centre - Inbound
Job Type: Permanent Job Location: Cambridgeshire, England


Job Description:

German Speaking Team Leader

Cambridgeshire, East Anglia

£27k per year + relocation

Job Responsibilities

  • Lead by adopting and implementing best practice
  • Assist the Contact Centre Operations Team Manager - Voice to effectively deliver high levels of service to customers through the development of a performance culture
  • Participate in the development of Customer Services and contribute to continuous learning
  • Carry out reviews of Customer Service Administrators to develop and maintain an effective workforce capable of meeting its objectives
  • Take follow up action and represent the customer in an effective manner by liaising with service delivery teams and partners in a coordinated way
  • Carry out call quality monitoring scoring and evaluations of Customer Service Administrators, implementing personal development plans where necessary
  • Assist in the recruitment of new Customer Contact Administrators
  • Promote a positive image and inspire confidence as a part of an extended leadership team
  • Ensure a proactive, positive and flexible approach to the variety of tasks and work patterns within the role as Customer Services develops
  • Identify possible improvements and efficiencies to customer related service processes in a timely manner
  • To contribute towards achieving Contact Centre service levels. To be available to receive calls and handle customer enquiries when customers call
  • Resolve enquiries as far as possible to their conclusion
  • Handle complex customer enquiries, and provide additional operational support particularly during peak periods

Experience required:

  • Have at least six months’ line management experience.
  • Must be fluent in written and spoken German
    • The ability to navigate, understand and update (where necessary) the various customer service systems utilised within the Contact Centre
    • The ability to support and effectively manage a team of Customer Service Administrators
    • An aptitude to develop the team by coaching and feedback
    • Exhibit excellent communication skills with both internal & external customers
    • Demonstrate an aptitude for building excellent relationships at all levels
    • To be able to display the capability for providing a consistently high level of customer service
      • The ability to analyse processes, procedures data, relevant KPI’s and use the information to provide recommended changes within the business
      • A positive approach
      • A willingness to represent the company at events and with visitors
        • Demonstrates excellent communication and presentation delivery skills and the ability to apply these in a range of mediums
        • Demonstrates the ability to prioritise work in an efficient and effective manner in order that deadlines are achieved and the ability to provide a range of creative solutions to challenging situations

Working Hours:

37.5 per week. Standard shift from Monday to Friday working between either 8 am to 4.15 pm or 9.45am and 6pm with a 45-minute break. To be flexible Monday to Saturday 7 am to 8pm.

Recruitment Direct is acting as a recruitment agency




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