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