Multilingual Customer Service Team Leader

Euro London; Nottingham; Hybrid; GBP 29,000 - 35,000; Full time

Benefits offered by this job

Hybrid working

Employee discounts

Development and progression

International environment

Established global organisation

Job summary

Euro London is recruiting a Multilingual Customer Service Team Leader in Nottingham. The role is a hands-on leadership position managing a Customer Service team responsible for key customer accounts and order management.

You will develop the team, maintain excellent service levels and identify opportunities to improve processes and the overall customer experience. This is a hybrid role with 2 days in the office and 3 days working from home.

Qualifications

• Experience leading a Customer Service team.
• Strong KPI and SLA management.
• Excellent verbal and written communication.

Responsibilities

• Manage day-to-day activities of the Customer Service team.
• Coach, mentor and develop team members.
• Manage performance and ensure KPIs and service levels.
• Oversee order book management and invoicing.
• Build relationships with key customer accounts.
• Handle escalated customer queries and resolve issues.
• Collaborate with Sales, Credit Control and Logistics.
• Monitor performance and produce regular reports.
• Establish SLAs and performance metrics.
• Oversee training and onboarding of new team members.
• Identify and implement improvements to processes.
• Maintain high levels of team engagement.

Skills

French

Italian

Spanish

English

People management

KPI/SLA management

Order management

MS Excel

Job description

Multilingual Customer Service Team Leader

Location: Nottingham - Hybrid

Salary: £32,000

Contract: Permanent, Full-Time

Working Pattern: 2 days office / 3 days working from home

We are recruiting for a Multilingual Customer Service Team Leader to join an established international business in Nottingham.

This is a hands-on leadership position managing a Customer Service team responsible for key customer accounts and order management. You'll be responsible for developing the team, maintaining excellent service levels and identifying opportunities to improve processes and the overall customer experience.

The Role

Your responsibilities will include:

• Managing the day-to-day activities of the Customer Service team
• Coaching, mentoring and developing team members
• Managing performance and ensuring departmental KPIs and service levels are achieved
• Overseeing order book management, ensuring orders are processed, shipped and invoiced accurately
• Building strong relationships with key customer accounts
• Handling escalated customer queries and resolving complex issues
• Working closely with Sales, Credit Control, Logistics and other internal teams
• Monitoring team performance and producing regular reports
• Establishing and managing SLAs and performance metrics
• Overseeing the training and onboarding of new team members
• Identifying and implementing improvements to customer service processes
• Maintaining high levels of team engagement and performance

About You

• Fluent in French, Italian or Spanish, alongside fluent English
• Previous experience managing or leading a Customer Service or Customer Experience team
• Strong people management, coaching and development skills
• Experience managing KPIs, SLAs and team performance
• Excellent customer relationship management skills
• Confident handling customer escalations and resolving problems
• Strong communication, influencing and negotiation skills
• Highly organised and comfortable managing competing priorities
• Good Microsoft Office skills, particularly Excel
• Experience within a B2B, retail, wholesale or similarly fast-paced environment would be advantageous
• Comfortable working within an international organisation
• Able to identify and implement improvements to processes and procedures

What's on Offer

• Hybrid working = good work life balance
• Employee discounts
• Development and progression opportunities
• International and collaborative working environment
• Benefits associated with an established global organisation

This is a fantastic opportunity for an experienced Customer Service Team Leader who speaks French, Italian or Spanish to join an international business offering excellent flexibility and long-term development opportunities.