At a Glance
- Tasks: Lead a dynamic team of French-speaking support agents to deliver exceptional customer experiences.
- Company: Join a vibrant company that values teamwork and customer satisfaction.
- Benefits: Competitive salary, career development opportunities, and a supportive work environment.
- Other info: Embrace a culture of continuous improvement and team engagement.
- Why this job: Make a real impact by coaching and developing a diverse team while enhancing customer service.
- Qualifications: Fluency in French and at least 1 year of leadership experience in customer support.
The predicted salary is between 35000 - 45000 £ per year.
As a Team Leader – French 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 Responsibilities
- Lead a multi-lingual 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 Italian and French-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 French (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.
French Cx Team Lead in Leeds employer: Vintage Cash Cow
As a leading employer in the customer service sector, we pride ourselves on fostering a dynamic and inclusive work culture that prioritises employee growth and development. Our French Cx Team Lead role offers the opportunity to lead a diverse team while enjoying comprehensive benefits, continuous training, and a supportive environment that encourages innovation and excellence. Located in a vibrant area, our workplace is designed to inspire collaboration and engagement, making it an ideal setting for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land French Cx Team Lead 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 leadership skills by role-playing common scenarios you might face as a Team Leader. Think about how you'd handle escalated queries or coach a team member. This will boost your confidence and prepare you for real-life situations.
✨Tip Number 3
Network with current employees or alumni who work in similar roles. They can provide insider tips on the interview process and what the company values most in a candidate. Plus, it shows your genuine interest in the position!
✨Tip Number 4
When applying, make sure to highlight your experience in managing KPIs and improving team performance. Use specific examples from your past roles to demonstrate your impact. And remember, apply through our website for the best chance of landing that interview!
We think you need these skills to ace French Cx Team Lead in Leeds
Some tips for your application 🫡
Know Your Stuff:Before you start writing, make sure you understand the role inside out. Familiarise yourself with our tone of voice and customer service processes. This will help you tailor your application to show how you fit right in!
Show Off Your Skills:Highlight your leadership experience and customer service skills in your application. We want to see how you've managed teams and resolved escalated queries in the past. Use specific examples to demonstrate your impact!
Be Authentic:Let your personality shine through in your application. We value a positive attitude and resilience, so don’t be afraid to show us who you are and how you approach challenges. Authenticity goes a long way!
Apply Through Our Website:Make sure 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 Vintage Cash Cow
✨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 team members. Highlight how you resolved escalated queries and improved team performance, as this is crucial for the Team Leader position.
✨Demonstrate Empathy
As a Team Leader, handling escalated complaints with empathy is key. During the interview, share instances where you’ve effectively managed difficult customer interactions. This will illustrate your ability to maintain a positive team environment while ensuring customer satisfaction.
✨Ask Insightful Questions
Prepare some thoughtful questions about the team dynamics and the company’s approach to continuous improvement. This not only shows your interest in the role but also helps you gauge if the company culture aligns with your values and leadership style.
