Customer Service Team Manager – German And Austrian Team

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're looking for an inspiring and people-focused Customer Service Team Manager to lead our dedicated DE/AT customer service team, delivering exceptional experiences to our German and Austrian speaking customers. German language skills are desirable but not essential. Our priority is finding a strong people leader who can build engagement, drive performance and create a culture where customer excellence thrives.

This is a newly created role within our contact centre leadership team, designed to strengthen and elevate the service we provide in these important markets. It's a fantastic opportunity to join at a pivotal stage and play a key role in shaping the team's future success.

• Hybrid/flexible working:
  Based in our Leicester office.
• Team size:
  You'll lead a close-knit group of 12-14 Customer Service Advisors.
• Work pattern: 8am-4pm and 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.
• Excellent stakeholder management skills.
• Strong understanding of customer service operations.
• Ability to simplify complex policies/processes into clear guidance.
• Comfortable with data analysis and reporting.