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- Tasks: Lead a dynamic customer service team to deliver exceptional experiences for German and Austrian customers.
- Company: Join Boden, a stylish and inclusive brand that values collaboration and fun.
- Benefits: Competitive salary, generous clothing allowance, 30% discount, and 33 days holiday.
- Why this job: Shape the future of customer service in a pivotal leadership role.
- Qualifications: Experience in team management and a passion for customer excellence.
- Other info: Flexible working options and a supportive, diverse workplace culture.
The predicted salary is between 28800 - 43200 £ 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’re looking for an inspiring and people-focused Customer Service Team Manager to lead our dedicated DE/AT customer service team, delivering exceptional experiences to our German and Austrian speaking customers. German language skills are desirable but not essential. Our priority is finding a strong people leader who can build engagement, drive performance and create a culture where customer excellence thrives. This is a newly created role within our contact centre leadership team, designed to strengthen and elevate the service we provide in these important markets. It’s a fantastic opportunity to join at a pivotal stage and play a key role in shaping the team’s future success.
- Hybrid/flexible working: Based in our Leicester office.
- Team size: You’ll lead a close-knit group of 12–14 Customer Service Advisors.
- Work pattern: 8am–4pm and 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.
- Excellent stakeholder management skills.
- Strong understanding of customer service operations.
- Ability to simplify complex policies/processes into clear guidance.
- Comfortable with data analysis and reporting.
What We Offer
- Competitive salary & targeted annual bonus scheme.
- Generous Boden clothing allowance!
- 30% discount on all current clothing ranges.
- 33 days Holiday annually (pro-rated for part-time), inclusive of bank holidays. Bank holidays are considered standard working days.
- Online Portal with an array of discounts on retail & entertainment.
- Virtual GP Service for you and your household!
- Free onsite parking.
We want Boden to be the place everyone wants to work. Friendly, open and tolerant. A best-of-British company with diverse teams, equal opportunities, and fair working and recruitment practices. We believe in hiring the best person for the job, whoever they are, helping them thrive in it and celebrating their individuality. We would like to encourage people from a diverse range of backgrounds to apply for our roles. If you need any reasonable adjustments or additional support during your application process, please do not hesitate to let us know.
Customer Service Team Manager – German and Austrian Team in Leicester employer: J.P. Boden & Co. Limited
Contact Detail:
J.P. Boden & Co. Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Team Manager – German and Austrian Team in Leicester
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Boden on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by practising common questions. Think about how your experience aligns with leading a customer service team. We want to hear how you’ve driven performance and built engagement in past roles!
✨Tip Number 3
Show off your people skills! During interviews, share examples of how you've inspired teams and handled tough situations. Boden values collaboration and honesty, so let that shine through in your answers.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in joining the Boden family.
We think you need these skills to ace Customer Service Team Manager – German and Austrian Team in Leicester
Some tips for your application 🫡
Show Your Personality: When writing your application, let your personality shine through! We want to see who you are beyond your qualifications. Use a friendly tone and share a bit about what makes you tick.
Tailor Your Application: Make sure to customise your application for the Customer Service Team Manager role. Highlight your leadership experience and how it aligns with our values at Boden. This shows us you’re genuinely interested!
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so avoid jargon and make sure your key achievements stand out. This helps us quickly see your potential fit for the team.
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’s super easy to navigate!
How to prepare for a job interview at J.P. Boden & Co. Limited
✨Know Your Team Dynamics
Before the interview, take some time to understand the dynamics of a customer service team. Think about how you would foster engagement and performance within a close-knit group. Be ready to share your ideas on building a high-performance culture.
✨Showcase Your Coaching Skills
Prepare examples of how you've successfully coached team members in the past. Highlight specific instances where your coaching led to measurable improvements in performance or customer satisfaction. This will demonstrate your ability to lead by example.
✨Understand Customer Service Operations
Brush up on the key aspects of customer service operations, especially in a multi-lingual context. Be prepared to discuss how you would simplify complex processes for your team and ensure they have clear guidance to follow.
✨Data-Driven Decision Making
Familiarise yourself with performance metrics and data analysis. Be ready to discuss how you would use data to identify areas for improvement and implement effective strategies. Showing that you can leverage data will set you apart as a candidate.