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
