Customer Service Team Leader - Italian or Spanish

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

Benefits offered by this job

Hybrid work

Career progression

Training provided

Job summary

Advancing People Multilingual Ltd is recruiting a Italian or Spanish speaking Customer Service Team Leader. The role is hybrid with 2 days in Nottingham and 3 days remote, responsible for managing the CS team to maximise order book conversion and KPI achievement.

You will coach staff, drive service improvements, and build strong customer relationships. The ideal candidate will be fluent in Spanish or Italian, possess excellent communication skills, and be capable of leading a busy team while

Qualifications

• Fluency in Spanish or Italian is essential.
• Excellent verbal and written communication skills.
• Able to multi-task in a fast-paced environment.
• Experience leading a customer service team and improving processes.

Responsibilities

• Order book management with internal and external stakeholders to keep data accurate.
• Develop strong relationships with key account contacts.
• Lead day-to-day operations of the Customer Service team to maintain top service levels.
• Prepare and review regular reports to drive customer service improvements.

Skills

Spanish (Fluent)

Italian (Fluent)

Communication skills

Multitasking

Problem solving

Diplomacy

Team leadership

Influencing & negotiating

People development

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.