Customer Care Team Leader - German speaking

Location: United Kingdom - Milton Keynes

No travel is expected with this role.

Job category: Business Support

This role is not eligible for relocation.

We are looking for an experienced German Speaking Customer Care Team Leader to join our team, managing a team of customer care advisors handling a diverse variety of inbound and outbound communications with customers, including calls, emails and live chats from customers across Europe, UK & USA. Our contact centre is open 365 days a year, 24 hours a day, supporting our customers on the go with their charging needs.

Role Responsibilities

• Coaching: Act as a coach and mentor for the team, while also communicating essential company messaging. Assess the performance of the team and guide and motivate them to improve.
• Motivation: Motivate the team and encourage them to drive performance. Understand both quantitative and qualitative aspects of performance, and clearly explain performance and its drivers to all relevant parties.
• Communication: Act as an interface between department management and customer care agents, ensuring good communication.
• Customer Focus: Use deep understanding of all customer journeys, helping agents gain an empathetic understanding of customer needs to assist in driving customer service levels.
• Behaviours: Model the behaviours expected from customer care agents.
• Standardisation: Maintain awareness of the department beyond just the team, ensuring standardised ways of working across Customer Care. Understand cultural differences of the global markets supported and coach teams to apply differing approaches in customer communications.

Role Requirements:

• Fluent in German.
• Experience managing a team, preferably in a contact centre environment.
• The ability to effectively motivate and performance manage teams in a fast-paced environment.
• Interpersonal skills with the ability to develop effective relationships at various levels within the team and with clients and customers.
• A high level of organisational, planning, and time management skills.
• Experience driving quality in a customer-facing environment.
• Excellent communication skills.
• Experience in a coaching or mentoring role.
• Results-oriented and target-driven.
• Computer literate (Outlook / Word / Excel).
• Preferred: Working knowledge of Amazon Connect, Salesforce.
• This role may require flexibility outside of normal production hours to engage with the BP Pulse 24-hr operation.

Additional information:

• This role is working 40 hours per week across 5 days out of 7. Working hours between 07:00am - 10:00pm.
• This role is a 6-month fixed term contract.
• We offer hybrid working - 60% of shifts must be worked from our Milton Keynes based office.
• Shifts will be provided in regular blocks with varying start and end times.

Why join our team?

At bp, we provide an excellent working environment and employee benefits such as an open and inclusive culture, a great work-life balance, and tremendous learning and development opportunities to craft your career path.

We support our people to learn and grow in a diverse and challenging environment. We believe our team is strengthened by diversity and are committed to crafting an inclusive environment in which everyone is respected and treated fairly.

Reinvent your career as you help our business meet the challenges of the future. Apply now!

Travel Requirement: No travel is expected with this role.

Relocation Assistance: This role is not eligible for relocation.

Remote Type: This position is a hybrid of office/remote working.