Bilingual Customer Service Team Manager – German Speaking

Stylish, grounded, uplifting – these values live through everything we do at Boden. Without the collaboration, honesty and friendship between our teams, we wouldn't be where we are today. We curate a world of beauty that's ethical, inclusive – and importantly – good fun. We inspire you to live your best life. We are Boden.

Overview
We are seeking a highly motivated Customer Service Team Manager fluent in German to lead and inspire our customer service team, delivering exceptional experiences for our German-speaking customers.

As part of the contact centre leadership team, you will support senior management in driving performance, quality, and efficiency across the team. This is a newly created role, established to enhance the service we provide in these key markets. It's an exciting opportunity to join at a pivotal time and play a key role in shaping our success moving forward.

• Hybrid/flexible working: Based from our Leicester office.
• Team size: You'll lead a close-knit group of 12–14 Customer Service Advisors.
• Work pattern: Rotating shifts between 8am–4pm and 9am–5pm, including 1 in 5 weekends.

What You Will Do

• Use performance data to identify areas for improvement, diagnose root causes of underperformance, and implement actions to improve customer experience and KPI delivery.
• Drive a high-performance culture through coaching, performance management, and leading by example.
• Communicate clearly and consistently with your team, ensuring messages are understood and acted upon.
• Work with HR/People teams to conduct formal performance discussions in alignment with company policies.
• Act as an escalation point for customer issues, empowering your team to resolve queries effectively.
• Identify and develop talent within your team, fostering self-managed, high-performing teams.
• Recognise high performance, retain top talent, and inspire your team to deliver amazing customer experiences aligned with our values.

What We Are Looking For

• Proven experience leading or managing a team, ideally in a customer-facing environment.
• Strong coaching and performance management skills with a track record of driving measurable improvements.
• Ability to thrive in a fast-paced environment, managing multiple priorities effectively.
• Fluency in German and English (written and spoken at C1 level or native proficiency).
• Excellent communication, collaboration and stakeholder management skills.
• Emotionally intelligent, adaptable, and resilient, with the ability to lead through change.
• Strong understanding of customer service operations.
• Excellent written and verbal communication skills.
• Ability to simplify complex policies/processes into clear guidance.
• An analytical and problem-solving mindset.
• Comfortable with data analysis and reporting.
• Proactive, detail-oriented, and improvement-focused.

What We Offer

• Competitive salary & targeted annual bonus scheme.
• Generous Boden clothing allowance
• 30% discount on all current clothing ranges.
• 33 days Holiday annually (pro-rated for part-time), inclusive of bank holidays. Bank holidays are considered standard working days.
• Online Portal with an array of discounts on retail & entertainment.
• Virtual GP Service for you and your household
• Free onsite parking.

We want Boden to be the place everyone wants to work. Friendly, open and tolerant. A best-of-British company with diverse teams, equal opportunities, and fair working and recruitment practices. We believe in hiring the best person for the job, whoever they are, helping them thrive in it and celebrating their individuality.

We would like to encourage people from a diverse range of backgrounds to apply for our roles. If you need any reasonable adjustments or additional support during your application process, please do not hesitate to let us know.