Customer Service Team Manager (French and English-speaking)

The Role

As we continue to grow our footprint in Europe, we’re looking for experienced Customer Service Team Managers to join us, helping to build our new multilingual team in Barcelona. This is a unique opportunity to help shape a new operation from the ground up!

You’ll be an experienced people leader and coach, with great experience of developing talent and a genuine desire to build a great place to work. We’re passionate about creating and maintaining an exceptional people and customer experience, and our Team Managers play an integral role in this. With excellent interpersonal skills and high energy, you’ll be someone who is comfortable with ambiguity and capable of operating in a fast-paced growth environment. 

What you will do….

• Nurture and develop a team of up to 10 talented Customer Service Advisors and participate in the recruitment, induction, and development of new starters.


• Build an excellent level of product knowledge; proactively suggest and drive improvements in service quality, with a commitment to enhancing customer experience.


• Drive outstanding customer service while analysing and reporting on team performance and quality measures. Take appropriate steps to improve performance, for both internal and external customers, keeping customer experience at the heart of everything we do.


• Ensure FCA and other regulatory and business standards are met.


• Coach your team to support the business's commercial objectives through upselling, cross-selling and customer retention.
  

What you will bring...

• Solid experience in a similar team leader role in a fast-paced contact centre environment.


• Passion and self-motivation, you’ll love to work as part of a team.


• Proactivity with the ability to anticipate and resolve issues.


• The confidence to identify and suggest process improvements, with the drive to continually improve what we do for our people and our customers


• A real desire to be the best and offer market-leading service.


• The ability to inspire and nurture employees to ensure they achieve their potential.


• Outstanding communication skills, with the ability to build instant customer rapport.


• Business fluency in English and French is a must. Business fluency in Italian/Spanish is highly desirable.


• Desire to grow and develop with the business.

If you are interested in working with us, please send your CV in English