Multilingual Customer Service Team Leader

Multilingual Customer Service Team Leader Opportunity

We are seeking a dedicated professional to lead a Customer Service team within an established international business located in Nottingham. This leadership role is integral to managing key customer accounts and overseeing smooth order management processes.

Key Responsibilities

• Manage the daily activities of the Customer Service team.
• Coach and mentor team members for growth and development.
• Oversee performance management to meet departmental KPIs and service levels.
• Ensure accurate order book management, including processing, shipping, and invoicing.
• Build and maintain strong relationships with key customer accounts.
• Handle escalated customer queries and resolve complex issues effectively.
• Collaborate closely with Sales, Credit Control, Logistics, and other internal teams.
• Monitor team performance and generate regular reports.
• Establish and manage SLAs and performance metrics.
• Oversee the training and onboarding of new team members.
• Identify and implement improvements to customer service processes.
• Maintain high levels of team engagement and performance.

About You

• Fluency in French, Italian, or Spanish, alongside fluent English.
• Previous experience in managing or leading a customer service or customer experience team.
• Strong skills in people management, coaching, and development.
• Experience in managing KPIs, SLAs, and team performance effectively.
• Excellent customer relationship management abilities.
• Confidence in handling customer escalations and resolving issues.
• Strong communication, influencing, and negotiation skills.
• Highly organized with the ability to manage competing priorities.
• Proficient in Microsoft Office, particularly Excel.
• Experience in a B2B, retail, wholesale, or similarly fast-paced environment is advantageous.
• Comfortable working within an international organization.
• Able to identify and implement process improvements effectively.

What’s on Offer

• Hybrid working model promoting a good work-life balance.
• Employee discounts and benefits.
• Opportunities for development and progression.
• An international and collaborative working environment.
• Benefits associated with an established global organization.

This is an exceptional opportunity for an experienced leader in customer service who speaks French, Italian, or Spanish. Join a dynamic international business that values flexibility and long-term career growth.