German Speaking Customer Care Team Leader

Lifeplus Europe; Cambridgeshire and Peterborough; Hybrid; GBP 35,000; Full time

Job summary

A leading company in holistic wellbeing is seeking a Customer Care Team Leader to lead a team in delivering exceptional customer service and support in St. Neots. The role involves motivating the team, resolving queries, and ensuring a high level of customer engagement. Ideal candidates will be fluent in German and English, with a passion for customer service and a minimum of 1 year of team management experience. Benefits include a rewarding salary, pension scheme, and discounts on products.

Benefits

Company pension

Cycle to work scheme

Employee discount

Free parking

Referral programme

Qualifications

• 1 year of team management experience required.
• Ability to prioritize workload and engage the team positively.
• Passionate about delivering excellent customer service.

Responsibilities

• Lead and motivate a team of Customer Care Administrators.
• Resolve complex customer queries and conduct performance reviews.
• Use IT systems to process customer orders and inquiries.

Skills

Fluent in German

Fluent in English

Problem-solving

Coaching

Effective Communication

Team Engagement

Job description

Established over 30 years ago here at Lifeplus our mission is to be the world leader in holistic wellbeing by helping millions of people to unlock the wellness within them.

We manufacture and distribute high quality nutritional supplements directly to our customers all over the world. We are proud to have a team of enthusiastic customers and colleagues who are all dedicated to creating a legacy of wellbeing.

At Lifeplus we celebrate and embrace diversity and we believe that our success comes from creating a caring and fun community.

Job Purpose:

We have a network of associates that are passionate about Lifeplus products and people. They contact our Customer Care centre in St Neots with their product orders and questions. Our Customer Care Team Leaders motivate and support a team of administrators to provide excellent customer service to the network by building relationships, resolving queries on a wide variety of complex topics and processing orders and changes. Customer Care is the first contact point for our network and the role is to motivate and support a team to truly represent the values and principles of Lifeplus.

The role will include but is not limited to:
Motivate and support the team to develop positive relationships with customers to provide excellent customer service.
Lead a Team of Customer Care Administrators
Coach and Develop a High Performing Team
Resolve complex customer queries and complete follow-up actions.
Use bespoke Lifeplus IT systems to resolve and process customer orders and queries.
Carry out various channel quality reviews and help your team develop using a coaching approach.
Conduct regular 1-1s and performance reviews
At peak times, take calls and handle customer enquiries.
Assist with Recruitment with Customer Care
Collaborate with colleagues in Lifeplus to help us be the best we can be.
Develop product and process knowledge to continue providing excellent customer service.
Be a proud ambassador of Lifeplus to customers and colleagues.

Candidate Profile:
Fluent in spoken and written German and English.
Previous Team Leader/Supervisor experience
Passionate about delivering customer service.
Willing to learn how to use a variety of bespoke IT systems.
Positive and engaging communication skills.
Flexible Coaching & feedback skills.
Effective Change Leadership
Ability to work in a team, ask for help and trust colleagues.
Ability to prioritise a varied workload.
Take ownership and drive Team Engagement
Interpret department, team and individual metrics for continuous improvement.
Problem-solving skills to take the initiative and develop your knowledge.

The values you'll stand by:
Be generous with your knowledge, knowledge is only powerful if you share it with others.
Bring integrity, listen first and then speak.
Embrace transformation, be brave - it's easier to stick to what you know but we learn from our mistakes.
Have quality at the heart of what you do, always give your best and expect the same from others in return.

What we offer you:
Rewarding salary packages
Contributory pension scheme of up to 6%
Opportunity to buy & sell holiday
Gym membership discounts
Contributory hospital and health cash plan
Cycle2Work scheme
Eye care vouchers
Generous employee discount on Lifeplus nutritional supplements and wellbeing products.
Life assurance
Discounts at leading brands and retailers

Hours and Days:

2-week rotational shift:
Week 1: Monday to Friday, 09:45 to 18:00
Week 2: Monday, Tuesday, Wednesday, Friday and Saturday, 11:45 to 20:00

Location:
Lifeplus House, Little End Road, St Neots, PE19 8JH.
Flexibility to work in a Hybrid way dependent on the needs and requirements of the role.

The responsibilities and attributes listed above is indicative it is not exhaustive and is not designed to limit or inhibit the way we work or how the role develops. This is intended to be a fluid document and indicates how we currently see the role.
Please note: The successful applicant will be required to undertake a criminal record check.
Please advise us in advance if you have any special requirements if you are asked to attend an interview.

Job Types: Full-time, Permanent

Pay: GBP34,600.00 per year

Benefits:
Company pension
Cycle to work scheme
Employee discount
Free parking
On-site parking
Referral programme
Schedule:
Day shift

Ability to commute/relocate:
St. Neots: reliably commute or plan to relocate before starting work (required)

Experience:
Team management: 1 year (required)

Language:
German (required)
English (required)

Work authorisation:
United Kingdom (required)

Work Location: Hybrid remote in St. Neots