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- Tasks: Lead a dynamic customer service team, enhancing experiences for our German-speaking customers.
- Company: Join Boden, a stylish and inclusive brand that values collaboration and fun.
- Benefits: Enjoy hybrid working, competitive salary, and opportunities for personal growth.
- Why this job: Shape the future of customer service in a pivotal role at Boden.
- Qualifications: Proven leadership experience, fluent in German and English, with strong coaching skills.
- Other info: Be part of a close-knit team in a fast-paced, supportive environment.
The predicted salary is between 36000 - 60000 £ per year.
Stylish, grounded, uplifting - these values live through everything we do at Boden. Without the collaboration, honesty and friendship between our teams, we wouldn't be where we are today. We curate a world of beauty that's ethical, inclusive - and importantly - good fun. We inspire you to live your best life. We are Boden.
Overview
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.
Hybrid/flexible working: Based from our Leicester office.
Team size: You’ll lead a close-knit group of 12-14 Customer Service Advisors.
Work pattern: Rotating shifts between 8am-4pm and 9am-5pm, including 1 in 5 weekends.
What You Will Do
- 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.
What We Are Looking For
- Proven experience leading or managing a team, ideally in a customer-facing environment.
- 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.
- Fluency in German and English (written and spoken at C1 level or native proficiency).
- Excellent communication, collaboration and stakeholder management skills.
- Emotionally intelligent, adaptable, and resilient, with the ability to lead through change.
- Strong understanding of customer service operations.
- Excellent written and verbal communication skills.
- Ability to simplify complex policies/processes into clear guidance.
- An analytical and problem-solving mindset.
- Comfortable with data analysis and reporting.
- Proactive, detail-oriented, and improvement-focused.
Bilingual Customer Service Team Manager – German Speaking employer: Boden
Contact Detail:
Boden Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Bilingual Customer Service Team Manager – German Speaking
✨Tip Number 1
Get to know the company culture! Before your interview, dive into Boden's values and mission. This will help you connect with the team and show that you're not just another candidate, but someone who truly aligns with their stylish and uplifting vibe.
✨Tip Number 2
Practice your German! Since this role requires fluency, brush up on your language skills. Try role-playing common customer service scenarios in German to feel more confident during the interview.
✨Tip Number 3
Show off your leadership style! Be ready to share examples of how you've inspired and developed teams in the past. Highlight your coaching techniques and how you've driven performance improvements – this is key for a Customer Service Team Manager.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a thank-you email to express your appreciation for the opportunity. It’s a great way to reinforce your interest in the role and keep you top of mind for the hiring team.
We think you need these skills to ace Bilingual Customer Service Team Manager – German Speaking
Some tips for your application 🫡
Show Off Your Language Skills: Since this role requires fluency in German, make sure to highlight your language skills right at the top of your application. We want to see how you can communicate effectively in both German and English, so don’t hold back!
Tailor Your Experience: When detailing your previous roles, focus on your experience in customer service and team management. Use specific examples that demonstrate your ability to lead a team and improve performance, as this is what we’re really looking for.
Be Clear and Concise: We appreciate straightforward communication, so keep your application clear and to the point. Avoid jargon and ensure your key achievements stand out. This will help us quickly see why you’d be a great fit for our team!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Boden
✨Know Your Stuff
Before the interview, make sure you understand Boden's values and how they align with your own. Familiarise yourself with their customer service approach and think about how your experience can enhance their team. This will show that you're genuinely interested in the role and the company.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led a team in the past, especially in a customer-facing environment. Highlight specific instances where your coaching and performance management skills made a measurable difference. This will demonstrate your capability to drive a high-performance culture.
✨Be Ready for Data Discussions
Since the role involves using performance data to improve customer experience, brush up on your analytical skills. Be prepared to discuss how you've used data in previous roles to identify issues and implement solutions. This will show that you can handle the analytical side of the job.
✨Practice Your Communication
As a bilingual manager, clear communication is key. Practice explaining complex processes in simple terms, both in German and English. This will help you convey your ideas effectively during the interview and demonstrate your ability to communicate with diverse teams.
