At a Glance
- Tasks: Lead a dynamic team of German-speaking support agents to deliver exceptional customer service.
- Company: Join a forward-thinking company that values teamwork and innovation.
- Benefits: Competitive salary, career development opportunities, and a supportive work environment.
- Other info: Embrace a vibrant culture that promotes engagement and continuous improvement.
- Why this job: Make a real impact by coaching and mentoring a diverse team while enhancing customer experiences.
- Qualifications: Fluent in German with leadership experience and a strong customer service focus.
The predicted salary is between 30000 - 40000 € per year.
Requirements
- Fluency in German (written and spoken)
- Minimum 1 year of leadership experience in a customer-facing or support environment
- Strong customer service focus and ability to manage escalated complaints
- Proven ability to coach, mentor, and develop diverse teams
- Knowledge of HR policies and procedures
- Data-driven, with excellent attention to detail
- Resilient, adaptable, and positive attitude
- Strong technology and system skills
- Ability to consistently meet KPIs, objectives, and SLAs
- Experience in sales-driven support teams with high-value targets (Desirable)
- Familiarity with CRM systems (Desirable)
- Experience managing inbound and outbound operations
What the job involves
- Lead and develop a team of support agents, ensuring excellent customer experiences across multiple channels including phone, email, WhatsApp, webchat, and social media
- Manage team performance, coach colleagues, resolve escalated queries, monitor KPIs, and drive continuous improvement while fostering a high-performing and positive team environment
- Learn our tone of voice, systems, and customer service processes
- Shadow experienced colleagues to understand customer journeys, workflows, and best practices
- Gain confidence leading a team and handling escalated customer interactions
- Independently manage team performance and operational workflows with professionalism and accuracy
- Resolve escalated queries fairly and efficiently, setting a high standard for your team
- Coach and mentor team members to achieve high-quality service and KPIs
- Build trust with colleagues and customers through clear, timely, and accurate communication
- Take ownership of team performance, KPIs, and service outcomes
- Continuously identify and implement improvements in workflows, training, and customer service processes
- Foster a high-performing, engaged, and motivated team culture
- Lead a German-speaking team to deliver exceptional customer service across all channels
- Resolve escalated complaints and complex queries effectively and empathetically
- Ensure team meets and exceeds KPIs for quality, efficiency, and customer satisfaction
- Collaborate with internal stakeholders to achieve business objectives and ensure a seamless customer journey
- Develop, coach, and support team members to reach their full potential
- Lead, motivate, and coach a team of German-speaking support agents
- Manage team performance, SLAs, KPIs, and adherence to policies
- Oversee scheduling, workloads, and team workstreams
- Handle complex or escalated customer interactions efficiently
- Support recruitment, onboarding, and development of new team members
- Collaborate with internal teams to ensure smooth handovers and aligned customer support
- Promote team engagement, wellbeing, and continuous improvement initiatives
Team Leader (German Speaking, CEC) in Leeds employer: Deepstreamtech
As a Team Leader in our dynamic and supportive environment, you will thrive in a culture that prioritises employee growth and development. We offer comprehensive training, a strong focus on team engagement, and the opportunity to lead a diverse group of German-speaking support agents, all while enjoying the vibrant atmosphere of our location. Join us to make a meaningful impact and advance your career in a company that values excellence in customer service and teamwork.
StudySmarter Expert Advice🤫
We think this is how you could land Team Leader (German Speaking, CEC) in Leeds
✨Tip Number 1
Get to know the company culture before your interview. Check out their social media and website to see how they communicate and what values they promote. This will help you tailor your responses and show that you're a great fit for the team.
✨Tip Number 2
Practice your German! Since this role requires fluency, brush up on your language skills by having mock interviews with friends or using language apps. Being confident in your communication will set you apart from other candidates.
✨Tip Number 3
Prepare examples of how you've led teams in the past. Think about specific situations where you coached someone or resolved a tough customer issue. These stories will demonstrate your leadership skills and customer service focus during the interview.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the role. Plus, it keeps you fresh in the interviewer's mind as they make their decision.
We think you need these skills to ace Team Leader (German Speaking, CEC) in Leeds
Some tips for your application 🫡
Show Off Your German Skills:Since this role is all about leading a German-speaking team, make sure your application highlights your fluency in German. Use it in your cover letter and CV where appropriate to demonstrate your language skills right from the start!
Highlight Leadership Experience:We want to see your leadership chops! Share specific examples of how you've led teams in customer-facing roles. Talk about your experience with coaching, mentoring, and managing performance to show us you're the right fit for the job.
Be Data-Driven:Mention any experience you have with KPIs, SLAs, or data analysis. We love candidates who can back up their achievements with numbers, so if you've met targets or improved processes, let us know!
Apply Through Our Website:Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining the StudySmarter family!
How to prepare for a job interview at Deepstreamtech
✨Brush Up on Your German
Since this role requires fluency in German, make sure you practice your language skills before the interview. Prepare to answer questions in German and be ready to discuss your experience in a customer-facing environment using the language.
✨Showcase Your Leadership Experience
Highlight your leadership experience by sharing specific examples of how you've coached or mentored team members. Discuss any challenges you faced and how you overcame them, especially in managing escalated complaints.
✨Know Your KPIs
Familiarise yourself with key performance indicators relevant to the role. Be prepared to discuss how you've met or exceeded KPIs in previous positions, and think about how you can apply that knowledge to drive performance in this new role.
✨Demonstrate Your Tech Savvy
Since the job involves managing various systems and technologies, be ready to talk about your experience with CRM systems and other tech tools. Share examples of how you've used technology to improve customer service or team performance.
