German Cx Team Lead

Department

Customer Experience

Trimble Offices, Morley

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, Whats App, 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.

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, Whats App, 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.

• Learn our tone of voice, systems, and customer service processes.
• Shadow experienced colleagues to understand customer journeys, workflows, and best practices.
• Gain confidence leading a team and handling escalated customer interactions.

• Independently manage team performance and operational workflows with professionalism and accuracy.
• Resolve escalated queries fairly and efficiently, setting a high standard for your team.
• Coach and mentor team members to achieve high-quality service and KPIs.
• Build trust with colleagues and customers through clear, timely, and accurate communication.

• Take ownership of team performance, KPIs, and service outcomes.
• Continuously identify and implement improvements in workflows, training, and customer service processes.
• Foster a high‑performing, engaged, and motivated team culture.

• 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.

• 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.

• 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.

• Experience in sales‑driven support teams with high‑value targets.
• Familiarity with CRM systems.
• Experience managing inbound and outbound operations.

At Vintage Trading Limited, we’re committed to creating an inclusive environment where everyone feels heard, respected, and able to bring their authentic self to work. We believe that diversity fuels innovation, creativity, and success.

We welcome applicants from all backgrounds, perspectives, and experiences, and we work hard to ensure equitable opportunities for all. If you're excited about this role but don’t meet every requirement, we still encourage you to apply, your unique skills and experiences might be exactly what we need now or in the future.

If you need any adjustments or accommodations during the hiring process, just let us know and we’ll do our best to support you.

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