French & German Customer Service Manager

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