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German Customer Care Team Leader
2 months ago
Established over 30 years ago here at Lifeplus our mission is to be the world leader in holistic wellbeing by helping millions of people to unlock the wellness within them.
We manufacture and distribute high quality nutritional supplements directly to our customers all over the world. We are proud to have a team of enthusiastic customers and colleagues who are all dedicated to creating a legacy of wellbeing.
At Lifeplus we celebrate and embrace diversity and we believe that our success comes from creating a caring and fun community.
Job Purpose:
We have a network of associates that are passionate about Lifeplus products and people. They contact our Customer Care centre in St Neots with their product orders and questions. Our Customer Care Team Leaders motivate and support a team of administrators to provide excellent customer service to the network by building relationships, resolving queries on a wide variety of complex topics and processing orders and changes. Customer Care is the first contact point for our network and the role is to motivate and support a team to truly represent the values and principles of Lifeplus.
The role will include but is not limited to:
- Motivate and support the team to develop positive relationships with customers to provide excellent customer service.
- Lead a Team of Customer Care Administrators
- Coach and Develop a High Performing Team
- Resolve complex customer queries and complete follow-up actions.
- Use bespoke Lifeplus IT systems to resolve and process customer orders and queries.
- Carry out various channel quality reviews and help your team develop using a coaching approach.
- Conduct regular 1-1s and performance reviews
- At peak times, take calls and handle customer enquiries.
- Assist with Recruitment with Customer Care
- Collaborate with colleagues in Lifeplus to help us be the best we can be.
- Develop product and process knowledge to continue providing excellent customer service.
- Be a proud ambassador of Lifeplus to customers and colleagues.
Candidate Profile:
- Fluent in spoken and written German and English.
- Previous Team Leader/Supervisor experience
- Passionate about delivering customer service.
- Willing to learn how to use a variety of bespoke IT systems.
- Positive and engaging communication skills.
- Flexible Coaching & feedback skills.
- Effective Change Leadership
- Ability to work in a team, ask for help and trust colleagues.
- Ability to prioritise a varied workload.
- Take ownership and drive Team Engagement
- Interpret department, team and individual metrics for continuous improvement.
- Problem-solving skills to take the initiative and develop your knowledge.
The values you’ll stand by:
- Be generous with your knowledge, knowledge is only powerful if you share it with others.
- Bring integrity, listen first and then speak.
- Embrace transformation, be brave – it’s easier to stick to what you know but we learn from our mistakes.
- Have quality at the heart of what you do, always give your best and expect the same from others in return.
What we offer you:
- Contributory pension scheme of up to 6%
- Opportunity to buy & sell holiday
- Gym membership discounts
- Contributory hospital and health cash plan
- Cycle2Work scheme
- Eye care vouchers
- Free monthly Lifeplus nutritional and personal care products
- Life assurance
- Discounts at leading brands and retailers
Hours and Days:
5-week rotational shift:
- 3 out of 5 weeks will be: 09:00-17:15 Mon-Fri; Sat-Sun: OFF.
- 2 out of 5 weeks will be: Mon, Tue, Wed, Thu, Sat 0900-1715, Fri & Sun: OFF.
Location:
- This role involves a mixture of home and office working, however we do ask candidates are able to commute to our St Neots Office.
- Hybrid working: 1 day per week in the office.
The responsibilities and attributes listed above is indicative it is not exhaustive and is not designed to limit or inhibit the way we work or how the role develops. This is intended to be a fluid document and indicates how we currently see the role.
- Please note: The successful applicant will be required to undertake a criminal record check.
- Please advise us in advance if you have any special requirements if you are asked to attend an interview.
