Customer Care Team Leader - German speaking

Location: United Kingdom - Milton Keynes

Travel required: No travel is expected with this role

Job category: Business Support Group

Relocation available: This role is not eligible for relocation

Register your interest in future roles for Customer Care Team Leader - German speaking, for fixed term 6 months at our Milton Keynes site. Here at bp pulse, we're energising the future of transportation by developing fast and convenient charging solutions for consumer and commercial electric vehicles. Over the course of more than 10 years, we have designed and developed innovative electric vehicle charging solutions that enable EV drivers to charge at home, at work and on the go. Our charging points have been used over 35 million times to enable around 200 million miles of zero tailpipe emission driving globally.

We are looking for an experienced German Speaking Customer Care Team Leader to join our team, managing a team of customer care advisors handling a diverse variety of inbound and outbound communications with customers, including calls, emails and live chats from customers across Europe, UK & USA. Our contact centre is open 365 days a year, 24 hours a day supporting our customers on the go with their charging needs.

Role Responsibilities

• Coaching: Act as a coach and mentor for the team, while also communicating essential company messaging. Assess performance and guide and motivate team members to improve.
• Motivation: Motivate the team and encourage them to drive performance. Understand both quantitative and qualitative aspects of performance, and clearly explain performance and its drivers to all relevant parties.
• Communication: Act as an interface between department management and customer care agents, ensuring good communication.
• Customer Focus: Use deep understanding of all customer journeys to help agents gain an empathetic understanding of customer needs and assist in driving customer service levels.
• Behaviours: Model the behaviours expected from customer care agents.
• Standardisation: Maintain awareness of the department beyond just the team, ensuring standardised ways of working across Customer Care. Understand the cultural differences of the global markets supported and coach teams to apply differing approaches in communication with customers.

Role Requirements:

• Fluent in German
• Experience managing a team, preferably in a contact centre environment
• Ability to effectively motivate and performance manage teams in a fast-paced environment
• Interpersonal skills with the ability to develop effective relationships at various levels
• High level of organisational, planning and time management skills
• Experience driving quality in a customer-facing environment
• Excellent communication skills
• Experience in a coaching or mentoring role
• Results-oriented and target driven
• Preferred: Working knowledge of Amazon Connect, Salesforce

This role may require flexibility outside of normal production hours to engage with the BP Pulse 24-hr operation.

Additional Information:

• This role is working 40 hours per week across 5 days out of 7.
• Working hours between 07:00am – 10:00pm.
• This role is a 6-month fixed term contract.
• We offer hybrid working – 60% of shifts must be worked from our Milton Keynes based office. Shifts will be provided in regular blocks with varying start and end times.

Why join our team?

At bp, we provide an excellent working environment and employee benefits such as an open and inclusive culture, a great work-life balance, and tremendous learning and development opportunities. We support our people to learn and grow in a diverse and challenging environment, believing that our team is strengthened by diversity. We are committed to crafting an inclusive environment in which everyone is respected and treated fairly. Many aspects of our employees’ lives are meaningful, so we offer benefits to enable your work to fit with your life. These benefits can include flexible working options, collaboration spaces in a modern office environment, and many others. Reinvent your career as you help our business meet the challenges of the future. Apply now!