French & German Customer Service Manager

7 days ago

Staffordshire, United Kingdom Euro London Appointments Full time €40,000

Job Title: Customer Service Manager (French & German)Location: Lichfield must live within a 45-minute commute and have own transportContract: Full-time, PermanentHours: 8:30am 5:00pm (Mon Thu), 8:30am 4:45pm (Fri)Salary: £40,000 per annumTravel: Occasional travel to sales meetings (around 3 times per year, including potential international travel) A leading organisation is seeking an experienced Customer Service Manager to supervise a busy UK Customer Service team and ensure excellent service delivery to a wide customer base. This role is ideal for a confident people manager with strong communication skills and a background in customer service leadership. You will be responsible for day-to-day team supervision, service quality, process improvements, and complaint management. You will also provide French and German language support to wider customer service functions when required. Key Responsibilities: Lead, support and supervise a team of Customer Service CoordinatorsOversee workflow, service levels, and daily team activityManage escalated complaints and ensure corrective actions are implementedTrain and develop team members, maintaining high performance and capabilitySet objectives, conduct regular 1:1s, and deliver constructive performance feedbackHandle customer communication across phone, email, social media, and messaging platformsEnsure accurate order processing and timely deliveryLiaise with internal departments to resolve operational issuesMaintain CRM systems, documentation, order portals and customer recordsDrive continuous improvement in processes and customer experienceProvide accurate product and technical information when requiredManage allocated projects and support department workflows Essential Skills & Experience: Native-level French (C1 C2) and fluent German (B2 C2)Proven experience leading a customer service teamStrong understanding of customer service standards and SLAsExcellent communication and interpersonal skillsProfessional telephone manner and customer-focused approachMotivated, resilient, and adaptableStrong IT skills, including Microsoft OfficeProcess-driven with a continuous improvement mindset Desirable: Leadership-related qualificationExperience handling technical or product-related enquiriesComplaint management experiencePrevious administration and CRM experience If you are a motivated leader with strong customer service expertise and the ability to inspire a team, we d welcome your application

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