Customer Service Team Leader - Italian Or Spanish

Advancing People; Nottingham; Hybrid; GBP 29,000 - 35,000; Full time

Benefits offered by this job

Hybrid work model

Career progression

Full training and support

Remote working flexibility

Job summary

Advancing People Multilingual Ltd is recruiting a Customer Service Team Leader who speaks Italian or Spanish to join a growing international company. The role combines hands-on team management with process improvement to maximise order book conversions and customer satisfaction.

You will supervise and mentor the CS team, implement policies, build key customer relationships, and drive performance metrics while working in a hybrid setup with two days in Nottingham and three remote days.

Qualifications

• Fluent in Italian or Spanish.
• Experience leading a Customer Service team and/or Customer Experience team.
• Experience delivering to SLAs and KPIs.
• Strong communication and relationship-building skills.

Responsibilities

• Lead and develop the Customer Service team to achieve high customer satisfaction and sales order conversion.
• Oversee order book management with internal/external stakeholders to ensure timely shipping and invoicing.
• Establish and monitor SLAs and performance metrics across the team.
• Coach, train and appraise team members to drive continuous improvement.

Skills

Fluent in Italian or Spanish

Excellent verbal and written komunik

Multitasking

Problem solving

Diplomacy/Conflict management

Team leadership

Training & coaching

People development

Negotiation skills

Stakeholder management

Tools

Microsoft Excel

Job description

Customer Service Team Leader - Italian or Spanish speaking

Advancing People Multilingual are now recruiting for an Italian or Spanish Speaking Customer Service Team Leader on a hybrid basis for a leading International company - 2 days per week in Nottingham.

As an Italian or Spanish Speaking Customer Service Team Leader you will be managing the activities of the Customer Service team to ensure the highest levels of customer service are attained and sales order book conversion is maximised, while consistently achieving departmental and company KPIs.

The Role:

This person will implement, manage and drive improvement to customer service procedures & policies. They will supervise, coach and mentor members of their Customer Service team and develop strong relationships with key and strategic customers. Within the Customer Service team and cross functionally, they will lead and develop continuous improvement initiatives to enhance the customer experience and sales order book conversion, as well as establishing internal and external Service Level Agreements and appropriate performance metrics.

More Detail:

• Order Book Management: Work with all internal (credit control, sales managers, warehouses etc.) and external stakeholders to ensure the order book is always up to date and accurate, and that orders are shipped and invoiced as soon as possible within the correct timeframes
• Customer Relationship Management: Actively develop good working relationships with Key account contacts to ensure positive ongoing partnerships
• All Aspects of Staff Management: Day to day operational management of the Customer Service Team to ensure the Customer Experience is of the best standard possible. Ensure ongoing high morale, engagement and commitment within the team
• Reporting: Compiles, collates and reviews a wide range of reports and feedback on a regular basis and uses this information as the basis for strategic review of both current statuses and long term improvement

The Person:

• Fluent in Spanish or Italian
• Excellent verbal and written communication skills
• Proficient in Microsoft Applications, especially Microsoft Excel
• Ability to multi-task in a fast paced environment
• Excellent problem solving abilities
• Diplomacy and ability to manage conflicts
• Able to direct and motivate a team
• Strong influencing and negotiating skills
• Training, coaching, influencing & people development skills
• Assign and oversee daily Customer Services activities and projects
• Oversee the training of all new hires within the Customer Services team
• Manage Customer queries, issues or escalations with tact, empathy and professionalism
• Ability to appraise Customer Service team and implement and manage Customer Service staff performance plans
• Previous experience in hands on management of a Customer Services team and/or Customer Experience team.
• Experience in developing Customer Service team members
• Experience of managing and delivering to SLAs

This is a permanent offering an annual salary of £32,000 + attractive company benefits and genuine career progression.

Full training and support is provided with this role.

The role offers flexibility to work from home / remote working.

2 days office based in Nottingham City Centre, 3 days remote each week.

Advancing People Multilingual Ltd is an Equal Opportunities Employer and acts as both an Employment Business and Employment Agency