German Speaking Team Manager

Job Description:

Job Title- German Speaking Customer Service Team Manager

Location - Leicester

Salary - £36,000-£40,000

About the Role
We are seeking a highly motivated Customer Service Team Manager fluent in German to lead and inspire our customer service team, delivering exceptional experiences for our German-speaking customers.

As part of the contact centre leadership team, you will support senior management in driving performance, quality, and efficiency across the team. This is a newly created role, established to enhance the service we provide in these key markets. It's an exciting opportunity to join at a pivotal time and play a key role in shaping our success moving forward.

In this role, you will:

• Use performance data to identify areas for improvement, diagnose root causes of underperformance, and implement actions to improve customer experience and KPI delivery.
• Drive a high-performance culture through coaching, performance management, and leading by example.
• Communicate clearly and consistently with your team, ensuring messages are understood and acted upon.
• Work with HR/People teams to conduct formal performance discussions in alignment with company policies.
• Act as an escalation point for customer issues, empowering your team to resolve queries effectively.
• Identify and develop talent within your team, fostering self-managed, high-performing teams.
• Recognise high performance, retain top talent, and inspire your team to deliver amazing customer experiences aligned with our values.

About You

• Proven experience leading or managing a team, ideally in a customer-facing environment.
• Fluency in German and English (written and spoken at C1 level or native proficiency).

• Strong coaching and performance management skills with a track record of driving measurable improvements.
• Ability to thrive in a fast-paced environment, managing multiple priorities effectively.
• Excellent communication and stakeholder management skills.
• Emotionally intelligent, adaptable, and resilient, with the ability to lead through change.

Benefits

• Flexible hybrid working
• Targeted annual bonus scheme
• Holiday entitlement increases with years of service
• Access to discounts and cashback offers via our staff portal
• Group personal pension scheme and life insurance
• 24/7 Virtual GP service for you and your household
• Free onsite parking, tea & coffee stations, and subsidised café with free breakfast toast