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- Lead and motivate UK-based Customer Service team, supporting operations across the UK, Spain, and France with travel on a 4-week rotation.
- Own and optimise internal customer service processes, driving efficiencies through automation.
- Standardise and document processes across Europe, delivering training and support.
- Manage and implement projects to enhance customer experience and drive innovation.
- Set daily objectives, team goals, KPIs, and performance metrics.
- Identify training needs and coach team members.
- Allocate and balance workloads, building cross-functional capabilities.
- Investigate and resolve complaints, addressing root causes.
- Conduct regular one-to-ones and appraisals.
- Act as deputy for the Group Customer Service Manager.
- Attend internal and external meetings with colleagues, customers, and suppliers.
- Multi-lingual in Portuguese, Spanish, French and English
- Previous experience in a successful customer service role
- Sound knowledge of Microsoft programmes including Outlook, Excel and Word
- Team management experience
- Experience of setting KPI’s and supporting team performance to high standards.
- A target driven attitude an advantage
- Ability to plan and prioritise workloads, accordingly, experienced in multi-tasking in a fast-paced environment
- Highly effective and clear communicator with active listening skills
- Process driven and highly organised
- Ability to work in a fast-changing environment
- Analytical and data driven with ability to identify root causes and patterns
- Experience of conflict management & dispute resolution
- Competitive Salary
- Annual Bonus
- 25 days holiday plus bank holidays
- Contributory pension scheme (company match up to 7%)
- Life Assurance 4x basic salary
- Lifeworks EAP ad Perks
- Free Parking
