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German/French Speaking Team Leader (remote)
You MUST speak fluent German and also conversational French.
Salary - £27,291Hours - Monday to Friday 8am to 4pm (40 hours)My client is looking for a German speaking customer service team coach who can also speak conversational French, if you speak both languages then this opportunity is for you…
Purpose of the Role
To manage and support a remote team of Customer Service Advisors handling inbound customer enquiries via call and email. This role is focused on customer satisfaction, compliance, and team development. The Team Coach is responsible for real-time team management, quality control, complaint escalation, reporting, and acting as the liaison point with customers and stores where required.
* Conduct structured 1:1 performance reviews, coaching sessions, and follow-up development plans.* Perform regular call listening and side-by-side coaching to maintain service quality.* Monitor, track, and report on individual and team KPIs (e.g. adherence, quality scores, call handling time).* Create and maintain weekly/monthly team performance reports and provide commentary for client services department as required.* Escalate complaints or complex customer issues according to agreed processes and within SLA timeframes.* Handle day-to-day complaint management oversight, ensuring appropriate resolution and documentation.* Liaise with client-side contacts on operational matters, performance updates, and issue resolution, as directed by management.* Support implementation of any client-driven updates or service level adjustments in collaboration with internal stakeholders.* Ensure the team adheres to GDPR, internal policy, and quality assurance frameworks.* Lead virtual team meetings and briefings to ensure consistent communication and alignment.* Manage team scheduling, task allocation, and coverage, including real-time adjustments where required.* Support induction and training of new team members, including system orientation and process guidance.* Maintain records of all coaching activity, performance notes, and compliance incidents.* Handle basic HR tasks such as monitoring attendance, managing holiday requests, and conducting return-to-work conversation* Support team resource by responding to customer and store calls / emails as required
Skills and Experience
* Previous experience in a contact centre environment, preferably in an inbound customer service role.* Experience managing or coaching teams remotely in a structured performance framework.* Proficient in handling complaint escalations and managing outcomes with customers and clients.* Good working knowledge of GDPR and call centre compliance procedures.* High proficiency in German and English (both written and verbal); French is a plus.* Confident using call centre tools and software (e.g. call recording, CRM systems, ticketing tools).* Capable of generating clear performance reports and commentary for internal and external review.* Strong communication, coaching, and documentation skills.* Competent in the use of MS suite
Behaviours
* Structured and accountable in approach to people management and reporting.* Proactive in identifying issues and escalating appropriately.* Professional and clear communicator with both internal teams and external stakeholders.* Quality-focused, with strong attention to process and compliance.* Calm under pressure and resilient when managing complaints or service incidents.* Self-motivated and able to manage competing tasks in a remote working environmentIf interested apply ASAP for immediate consideration...
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