Guildford office / office admin

Bilingual Customer Service Team Manager

Date posted: Tuesday 20th October

Location: Surrey

Bilingual Customer Service Team Manager
(French, Italian, German, Dutch or Spanish languages required)

Ref: 945641

Salary: £23,500 per annum
Location: South West London, Surrey
Job Type: Permanent
Start date: Beginning November

The Company:

Our client, a leading international company in the outsourcing sector, is currently recruiting for a bilingual Team Leader with fluency in French, Italian, German, Dutch or Spanish.

The Role:

-Leading a team to meet and exceed business objectives, ensuring that all quality and service metrics are adhered to.
-Having direct involvement in the recruitment, selection, induction and ongoing training process
-Applying a process of continuous review and proactive management of absenteeism within the team
-Continually reviewing and monitoring work performance in line with agreed KPIs
-Ensuring that all calls are handled professionally and instigating appropriate actions where required
-Using performance management tools to address and shortfall in service performance
-Communicating goals within the team to ensure performance is measurable
-Fostering a culture of open, two-way communication within the team by keeping agents updated and involved in developments within the company
-Maintaining a friendly, welcoming and team-spirited work environment
-Ensuring that feedback from employee satisfaction surveys is acted upon
-Coaching, motivating and developing agents to help improve their skill set
-Managing health and safety regulations for the team

Candidate Profile:

The ideal candidate for the role will possess the following attributes:

-Evidence of interpersonal coaching and supervisory skills
-Excellent telephone, computer and keyboarding skills
-Strong numeric and verbal reasoning skills
-Effective time management abilities
-A strong problem-solver and able to resolve conflict
-Performance management skills
-Outstanding client/customer service management skills

Additional Information:

If you are interested in being considered for the role of Bilingual Customer Service Team Leader, please send your CV by e-mail for the attention of Lucy to l.butterfield@ilc-ltd.com

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International Language Communications is a leading specialist multilingual recruitment agency. Please bear in mind that you may not hear from us straight away. Due to the high level of applications we receive every day, we can only respond to applicants whose skills and qualifications are suitable for this position. If you would like to be considered for similar and future positions, or for a complete listing of all our current vacancies, please visit our website at www.ilc-ltd.com and register your details.