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 enhance 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
We are looking for candidates who are:
- Fluent in French, Italian, or Spanish, alongside fluent English
- Experienced in managing or leading a Customer Service or Customer Experience team
- Possessing strong people management, coaching, and development skills
- Skilled in managing KPIs, SLAs, and team performance
- Excellent at customer relationship management
- Confident in handling customer escalations and resolving problems
- Strong in communication, influencing, and negotiation skills
- Highly organized and comfortable managing competing priorities
- Proficient in Microsoft Office, particularly Excel
- Experienced in a B2B, retail, wholesale, or similarly fast-paced environment (advantageous)
- Comfortable working within an international organization
- 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 organization
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. Apply online using the form below. Only applications matching the job profile will be considered.
Work location, Switzerland