At a Glance
- Tasks: Lead a dynamic German-speaking support team to deliver top-notch customer service.
- Company: Join a vibrant company focused on exceptional customer experiences.
- Benefits: Competitive salary, career development, and a supportive team culture.
- Other info: Exciting opportunity for growth in a fast-paced environment.
- Why this job: Make a real impact by coaching and developing a high-performing team.
- Qualifications: Fluent in German with leadership experience in customer support.
The predicted salary is between 30000 - 40000 £ per year.
About the role: As a Team Leader – German Speaking, you will lead and develop a team of support agents, ensuring excellent customer experiences across multiple channels including phone, email, WhatsApp, webchat, and social media. You will manage team performance, coach colleagues, resolve escalated queries, monitor KPIs, and drive continuous improvement while fostering a high-performing and positive team environment.
Getting Started… 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.
Establishing Your Impact… 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.
Driving Excellence… 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.
- Key Goals & Objectives:
- 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.
- Key Responsibilities:
- 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.
Skills, Knowledge and Expertise:
- 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.
Desirable Skills & Experience:
- Experience in sales-driven support teams with high-value targets.
- Familiarity with CRM systems.
- Experience managing inbound and outbound operations.
German Cx Team Lead in Leeds employer: Vintage Cash Cow & Arcavindi
Join a dynamic and supportive work environment where your leadership skills can shine as the German Cx Team Lead. We prioritise employee growth through continuous training and development opportunities, fostering a culture of collaboration and excellence. Located in a vibrant area, our company offers competitive benefits and a commitment to employee wellbeing, making it an ideal place for those seeking meaningful and rewarding careers.
Contact Details:
Vintage Cash Cow & Arcavindi Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land German Cx Team Lead in Leeds
✨Tip Number 1
Get to know the company culture before your interview. Check out our website and social media to see how we communicate and what values we uphold. This will help you connect with us during the interview and show that you're a great fit for the team.
✨Tip Number 2
Practice makes perfect! Role-play common interview questions with a friend or in front of the mirror. Focus on how you would lead a team, handle escalated queries, and drive performance. The more comfortable you are, the better you'll shine in front of us.
✨Tip Number 3
Don’t just talk about your experience; share specific examples of how you've led teams or improved customer service. We love hearing about real-life situations where you made a difference. It shows us you can walk the walk, not just talk the talk!
✨Tip Number 4
Follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the role. Mention something specific from your conversation to remind us why you’re the perfect candidate for leading our German-speaking team.
We think you need these skills to ace German Cx Team Lead 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 to highlight your fluency in German. Use it in your application where possible, and don’t shy away from showcasing any relevant experience you have in customer service or leadership roles.
Tailor Your Application:We want to see how you fit into our vibe! Make sure to tailor your CV and cover letter to reflect the key responsibilities and skills mentioned in the job description. Show us how your past experiences align with what we’re looking for.
Be Specific About Your Achievements:When detailing your previous roles, be specific about your achievements. Use numbers and examples to illustrate how you’ve met KPIs or improved team performance. This helps us see the impact you could have on our team!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It’s the best way for us to keep track of your application and ensure it gets the attention it deserves. Plus, it shows you’re keen on joining the StudySmarter family!
How to prepare for a job interview at Vintage Cash Cow & Arcavindi
✨Know Your Stuff
Before the interview, make sure you’re familiar with the company’s customer service processes and tone of voice. Brush up on your knowledge of KPIs and how they relate to team performance. This will show that you’re serious about the role and ready to hit the ground running.
✨Showcase Your Leadership Skills
Be prepared to discuss your previous leadership experience. Think of specific examples where you’ve successfully coached or mentored a team. Highlight how you resolved escalated queries and improved team performance, as this is crucial for the Team Leader position.
✨Demonstrate Your Customer Focus
Since the role involves managing customer interactions, be ready to share examples of how you’ve handled difficult customer situations in the past. Emphasise your ability to empathise and resolve complaints effectively, showcasing your strong customer service focus.
✨Engage with Enthusiasm
During the interview, let your passion for leading a team shine through. Talk about how you foster a positive team culture and engage your colleagues. This will help convey that you’re not just looking for a job, but are genuinely excited about contributing to the company’s success.
