Team Leader | German Speaking (CEC) at Vintage Cash Cow & Arcavindi

Leeds, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

24 Apr, 26

Salary

32000.0

Posted On

24 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Fluency In German, Leadership Experience, Customer Service Focus, Coaching, Mentoring, Data-Driven, Attention To Detail, Resilience, Adaptability, Technology Skills, KPI Management, Team Engagement, Continuous Improvement, Complex Query Resolution, Collaboration, Support Development

Industry

Internet Marketplace Platforms

Description

Team Leader | German Speaking (CEC) Department: Customer Engagement Employment Type: Full Time Location: Trimble Offices, Morley Compensation: £30,000 - £32,000 / year Description About the role: As a Team Leader – German Speaking, you will lead and develop a team of support agents, ensuring excellent customer experiences across multiple channels including phone, email, WhatsApp, webchat, and social media. You will manage team performance, coach colleagues, resolve escalated queries, monitor KPIs, and drive continuous improvement while fostering a high-performing and positive team environment. Getting Started… Learn our tone of voice, systems, and customer service processes. Shadow experienced colleagues to understand customer journeys, workflows, and best practices. Gain confidence leading a team and handling escalated customer interactions. Establishing Your Impact… Independently manage team performance and operational workflows with professionalism and accuracy. Resolve escalated queries fairly and efficiently, setting a high standard for your team. Coach and mentor team members to achieve high-quality service and KPIs. Build trust with colleagues and customers through clear, timely, and accurate communication. Driving Excellence… Take ownership of team performance, KPIs, and service outcomes. Continuously identify and implement improvements in workflows, training, and customer service processes. Foster a high-performing, engaged, and motivated team culture. Key Responsibilities Key Goals & Objectives: Lead a German-speaking team to deliver exceptional customer service across all channels. Resolve escalated complaints and complex queries effectively and empathetically. Ensure team meets and exceeds KPIs for quality, efficiency, and customer satisfaction. Collaborate with internal stakeholders to achieve business objectives and ensure a seamless customer journey. Develop, coach, and support team members to reach their full potential. Key Responsibilities: Lead, motivate, and coach a team of German-speaking support agents. Manage team performance, SLAs, KPIs, and adherence to policies. Oversee scheduling, workloads, and team workstreams. Handle complex or escalated customer interactions efficiently. Support recruitment, onboarding, and development of new team members. Collaborate with internal teams to ensure smooth handovers and aligned customer support. Promote team engagement, wellbeing, and continuous improvement initiatives. Skills, Knowledge and Expertise Fluency in German (written and spoken). Minimum 1 year of leadership experience in a customer-facing or support environment. Strong customer service focus and ability to manage escalated complaints. Proven ability to coach, mentor, and develop diverse teams. Knowledge of HR policies and procedures. Data-driven, with excellent attention to detail. Resilient, adaptable, and positive attitude. Strong technology and system skills. Ability to consistently meet KPIs, objectives, and SLAs. Desirable Skills & Experience: Experience in sales-driven support teams with high-value targets. Familiarity with CRM systems. Experience managing inbound and outbound operations.

Responsibilities

Lead and develop a team of German-speaking support agents to ensure excellent customer experiences. Manage team performance, resolve escalated queries, and drive continuous improvement initiatives.