French & German Customer Service Manager

Description du poste:

Job Title: Customer Service Manager (French & German)
Location: Lichfield - must live within a 45-minute commute and have own transport
Contract: Full-time, Permanent
Hours: 8:30am-5:00pm (Mon-Thu), 8:30am-4:45pm (Fri)
Salary: £40,000 per annum
Travel: 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 Coordinators
* Oversee workflow, service levels, and daily team activity
* Manage escalated complaints and ensure corrective actions are implemented
* Train and develop team members, maintaining high performance and capability
* Set objectives, conduct regular 1:1s, and deliver constructive performance feedback
* Handle customer communication across phone, email, social media, and messaging platforms
* Ensure accurate order processing and timely delivery
* Liaise with internal departments to resolve operational issues
* Maintain CRM systems, documentation, order portals and customer records
* Drive continuous improvement in processes and customer experience
* Provide accurate product and technical information when required
* Manage 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 team
* Strong understanding of customer service standards and SLAs
* Excellent communication and interpersonal skills
* Professional telephone manner and customer-focused approach
* Motivated, resilient, and adaptable
* Strong IT skills, including Microsoft Office
* Process-driven with a continuous improvement mindset

Desirable:
* Leadership-related qualification
* Experience handling technical or product-related enquiries
* Complaint management experience
* Previous 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