German Speaking Team Leader

German Speaking Team Leader

Edinburgh - Working from home at first then on site permanently


Role Overview

Join us as a Customer Service Team Leader in a state of the art, fun environment unlike any other. You will enjoy delivering amazing world class customer service, smashing your targets, and soaring to new highs in your career. Expect industry leading benefits, plus working with a team from a diverse background within a multi-cultural award-winning environment.

What you will do:

Working from our award-winning offices in the centre of Edinburgh your number one priority will be to support our advisors who will directly report to you. In this role you will be responsible for the coaching, development, performance, and engagement of your associates. You will be tasked with supporting your people and removing any barriers that prevent them from demonstrating the CTRIP Mission and values.

The ideal Team Leader understands that supporting their people is the most critical role they perform, to achieve this they are open and approachable, engage with their people individually to understand how to coach and motivate them and invest time in developing them most effectively. They build a work environment where associates are engaged and feel a positive sense of achievement about their role in delivering world class customer service.

You will be responsible for using data to identify opportunities to coach your people and celebrate their success. As a leader you will take care of all elements of your associates' satisfaction and engagement at work, including communication and management of their rota, ownership of their performance management process and acting on emerging issues.

We'll expect you to go the extra mile, but we'll also make sure you're supported with the right leadership, training, and development.

If you thrive in a challenging and fast-paced environment, you'll find this with us, as you will be part of a vibe of constant improvement, where the things you do one moment, you will not necessarily be doing 6 months later. You will be part of a team making things happen, we don't like to sit still, which is why we always treat every day like our first day. We want to make more good things happen for our customers and it's that kind of tenacity that drives our success now and keeps us ahead of the competition in the future.

Key Responsibilities

Manage the performance and development of team members through appropriate use of the performance Management system and a wide range of managerial techniques
Ensure that quality is a key team driver which underpins all operational performance, proactively driving a culture of continuous improvement
Be first point of call for resolving escalated issues to the satisfaction of the customer in a timely manner to minimise risk to the Company and the customer
Maintain the highest levels of client and customer satisfaction

Person Specification

All candidates must:

Have previous Team Leader, Supervisory or Managerial experience
Have previous Travel industry or education experience
Previous Call Centre experience is advantageous,
Multilingual is desirable
Fluent in written and spoken German and English
Leadership, Delivering Service. Delivering Results
Experience coaching or leading people
Ability to create and continually support people through individual development plans
Strong listening skills
Positive communicator who understands when necessary, how to have tough conversations
Knows and communicates the Ctrip mission, vision and strategy
Ability to confidently facilitate team discussions and communicate business messages
Role model in contact handling skills
Ability to review customer contact to identify' WOW' moments and opportunities to support associates with coaching
Strong time management and organizational skills
Takes action on emerging issues and opportunities
Helps associates understand what good likes, and supports them to reach it
Advanced computer skills, fluent with Excel and Word
Bedford, United Kingdom, gb
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