Swedish speaking Customer Service Team Leader

  • Job Reference: 893700
  • Date Posted: 4 July 2018
  • Location: Watford, Hertfordshire
  • Salary: £25,000
  • Sector: Customer Service, eCommerce & Social Media
  • Language(s): Swedish
  • Work Hours: Full Time
  • Contact: Jonathan Grimes
  • Email: jgrimes@languagebusiness.co.uk
  • Telephone: 02085037766

Job Description

COMPANY BACKGROUND
Our client is successful eCommerce company with a large range of consumer good and brands that are recognised and sold across the world

JOB RESPONSIBILITIES
To work as part of their international customer support team, they wish to recruit a Swedish speaking Customer Services Team Leader. Managing a team of approx. 10 customer services advisors, your job will have the following responsibilities:

  • Coaching and developing your team to ensure they take ownership and use their judgement to make decisions that are in line with the business objectives and priorities
  • Ensuring customers queries are answered with the aim of a first-time resolution and are responded to within our agreed response time ensuring the best Customer Care experience is given
  • Setting clear objectives and conduct weekly quality checks on your teams work and manage the feedback process to aid Advisor development and improve service on a continuous basis
  • Conduct and document effective monthly and annual performance reviews with your team
  • Review and understand key Customer Care reports and be able to feedback key messages from this to your team
  • Carry out return to work interviews after sickness absence
  • Conduct first stage disciplinary meetings
  • Facilitate regular meetings with your team to ensure that they are aware of Department and business priorities

CANDIDATE EXPERIENCE / SKILLS

  • Fluency in both Swedish and English
  • Previous experience of team leading or managing a customer services team - all industry backgrounds are considered
  • Strong interpersonal, organisational, time management and teamwork skills
  • Experience managing a team
  • Knowledge of HR processes to include the handling of disciplinaries, grievances, investigations, 121's and return to work
  • Performance and quality management experience
  • Coaching and development skills
  • Used to working in a high volume, fast-paced, ever changing environment
  • Excellent written and verbal communication skills with the ability to communicate well with staff at all levels
  • Constructive approach to giving feedback and ideas to improve the customer experience

WORK HOURS
The company office is open Monday-Sunday, from 06:00am - 12:00am. It is necessary to work a shift rota of 5 days per week (1 weekend in 3 you must work at the office). Work hours are flexible, either 6am- , or 09:00am-17:30h or 13:00h-21:30h

SALARY
£excellent and competitive! + Benefits

To be considered for this excellent opportunity as a Swedish speaking Customer Service Team Leader please send your CV to us.

Contact: Jonathan Grimes