Bilingual Customer Service Team Manager – German Speaking

Stylish, grounded, uplifting - these values live through everything we do hout the collaboration, honesty and friendship between our teams, we wouldn't be where we are today. We curate a world of beauty that's ethical, inclusive - and importantly - good fun. We inspire you to live your best life. We are Boden.

We are seeking a highly motivated Customer Service Team Manager fluent in German to lead and inspire our customer service team, delivering exceptional experiences for our German-speaking customers.

As part of the contact centre leadership team, you will support senior management in driving performance, quality, and efficiency across the team. This is a newly created role, established to enhance the service we provide in these key markets. It's an exciting opportunity to join at a pivotal time and play a key role in shaping our success moving forward.

• Hybrid/flexible working:
  Based from our Leicester office.
• Team size:
  You'll lead a close-knit group of 12-14 Customer Service Advisors.
• Work pattern:
  Rotating shifts between 8am-4pm and 9am-5pm, including 1 in 5 weekends.

• Use performance data to identify areas for improvement, diagnose root causes of underperformance, and implement actions to improve customer experience and KPI delivery.
• Drive a high-performance culture through coaching, performance management, and leading by example.
• Communicate clearly and consistently with your team, ensuring messages are understood and acted upon.
• Work with HR/People teams to conduct formal performance discussions in alignment with company policies.
• Act as an escalation point for customer issues, empowering your team to resolve queries effectively.
• Identify and develop talent within your team, fostering self-managed, high-performing teams.
• Recognise high performance, retain top talent, and inspire your team to deliver amazing customer experiences aligned with our values.

• Proven experience leading or managing a team, ideally in a customer-facing environment.
• Strong coaching and performance management skills with a track record of driving measurable improvements.
• Ability to thrive in a fast-paced environment, managing multiple priorities effectively.
• Fluency in German and English (written and spoken at C1 level or native proficiency).
• Excellent communication, collaboration and stakeholder management skills.
• Emotionally intelligent, adaptable, and resilient, with the ability to lead through change.
• Strong understanding of customer service operations.
• Excellent written and verbal communication skills.
• Ability to simplify complex policies/processes into clear guidance.
• An analytical and problem-solving mindset.
• Comfortable with data analysis and reporting.
• Proactive, detail-oriented, and improvement-focused.