At a Glance
- Tasks: Lead a dynamic team of French-speaking support agents to deliver exceptional customer experiences.
- Company: Join a forward-thinking company that values teamwork and innovation.
- Benefits: Competitive salary, career development opportunities, and a supportive work environment.
- Other info: Exciting opportunity for growth in a vibrant, multi-lingual team.
- Why this job: Make a real impact by coaching and developing a high-performing team.
- Qualifications: Fluency in French and at least 1 year of leadership experience required.
The predicted salary is between 33600 - 38000 £ per year.
Department: Customer Experience
Employment Type: Full Time
Location: Trimble Offices, Morley
Compensation: £33,600 - £38,000 / year
About the role
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 Goals & Objectives
- 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 Morley employer: Vintage Cash Cow
At Trimble, we pride ourselves on being an exceptional employer, offering a vibrant work culture that champions collaboration and continuous improvement. Our Morley office provides a supportive environment where you can lead a dynamic team of French-speaking support agents, with ample opportunities for professional growth and development. We value our employees' well-being and engagement, ensuring that you have the resources and support needed to excel in your role while delivering outstanding customer experiences.
StudySmarter Expert Advice🤫
We think this is how you could land French Cx Team Lead in Morley
✨Tip Number 1
Get to know the company inside out! Research Trimble's values, culture, and customer service approach. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your French! Since this role requires fluency, brush up on your language skills, especially in a customer service context. Role-play common customer scenarios with a friend to build confidence.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider tips and might even lead to a referral, which is always a bonus!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re proactive and serious about joining our team.
We think you need these skills to ace French Cx Team Lead in Morley
Some tips for your application 🫡
Know Your Audience:Before you start writing, take a moment to understand who we are at StudySmarter. Tailor your application to reflect our values and the specific requirements of the French Cx Team Lead role. Show us that you get what we're about!
Be Clear and Concise:When you're putting together your application, keep it straightforward. Use clear language and avoid jargon. We want to see your skills and experience shine through without any fluff getting in the way.
Show Off Your Experience:Make sure to highlight your leadership experience and customer service skills. Give us examples of how you've managed teams or resolved escalated queries. We love seeing real-life stories that demonstrate your capabilities!
Apply Through Our Website:We encourage you to apply directly 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 – just follow the prompts!
How to prepare for a job interview at Vintage Cash Cow
✨Know Your Customer Experience
Before the interview, dive deep into the company's customer experience philosophy. Familiarise yourself with their tone of voice and customer service processes. This will help you demonstrate your understanding of what makes a great customer experience and how you can lead a team to achieve it.
✨Showcase Your Leadership Skills
Prepare examples from your past experiences where you've successfully led a team or handled escalated queries. Highlight your coaching and mentoring abilities, as well as how you've driven performance and engagement within your team. This will show that you're ready to take on the responsibilities of a Team Leader.
✨Be Data-Driven
Since the role requires meeting KPIs and SLAs, come prepared with insights on how you've used data to improve team performance in previous roles. Discuss specific metrics you've tracked and how you've implemented changes based on that data to enhance customer satisfaction.
✨Emphasise Communication Skills
Effective communication is key in this role. Be ready to discuss how you've built trust with colleagues and customers through clear and timely communication. You might even want to role-play a scenario where you resolve an escalated complaint to showcase your empathetic approach.
