About the Role

As a Team Leader – German Speaking, you will lead and develop a team of support agents, ensuring excellent customer experiences across multiple channels including phone, email, WhatsApp, webchat, and social media. You will manage team performance, coach colleagues, resolve escalated queries, monitor KPIs, and drive continuous improvement while fostering a high-performing and positive team environment.

Key Responsibilities

• Lead a German-speaking team to deliver exceptional customer service across all channels.
• Resolve escalated complaints and complex queries effectively and empathetically.
• Ensure team meets and exceeds KPIs for quality, efficiency, and customer satisfaction.
• Collaborate with internal stakeholders to achieve business objectives and ensure a seamless customer journey.
• Develop, coach, and support team members to reach their full potential.
• Manage team performance, SLAs, KPIs, and adherence to policies.
• Oversee scheduling, workloads, and team workstreams.
• Support recruitment, onboarding, and development of new team members.

Skills, Knowledge and Expertise

• Fluency in German (written and spoken).
• Minimum 1 year of leadership experience in a customer-facing or support environment.
• Strong customer service focus and ability to manage escalated complaints.
• Proven ability to coach, mentor, and develop diverse teams.
• Knowledge of HR policies and procedures.
• Data-driven, with excellent attention to detail.
• Resilient, adaptable, and positive attitude.
• Strong technology and system skills.
• Ability to consistently meet KPIs, objectives, and SLAs.

About [Employer hidden — sign up to reveal]

[Employer hidden — sign up to reveal] and [Employer hidden — sign up to reveal] exist to create a world where everything has value and nothing is wasted, on a global scale. Together, we form the UK and European operations of the [Employer hidden — sign up to reveal], united by one purpose, one mission, and one set of values. [Employer hidden — sign up to reveal] is our UK operation and the foundation of our business. [Employer hidden — sign up to reveal] is our European operation. We are one business, working as one team.

Equal Opportunities

At [Employer hidden — sign up to reveal], we’re committed to creating an inclusive environment. We welcome applicants from all backgrounds.

Department & Employment Details

• Department: Customer Experience
• Employment Type: Full Time
• Location: Trimble Offices, Morley, Leeds, England, LS27 7JP (Open in Google Maps)
• Workplace type: Hybrid