Team Leader, Customer Management

Role Overview

• Day-to-day leadership: You lead a team of up to ten colleagues in telephone (inbound/outbound) and written communication and act as the primary contact in daily business.
• Ownership of customer management processes: You take responsibility for the processes in your area and manage them in day-to-day operations with a focus on efficiency and the customer experience.
• Performance and measures management: You are responsible for your team’s performance, work with KPIs and reports, and derive concrete measures to improve quality and productivity.
• Process work and projects: You support process-related topics and take on projects in your area of responsibility from planning through implementation to evaluation.
• Collaboration within the leadership setup: You work closely with other team leaders, supervisors and coaches/trainers to drive the development of the entire customer area.
• Complaints, data protection and standards: You hold overall responsibility for complaints and data protection requests within your team and ensure that processes, legal requirements and relevant industry standards are consistently adhered to in daily operations.
• Interface management: As a central interface to Legal, Compliance, ERM and other stakeholders, you coordinate complex cases and ensure that regulatory requirements are understood, correctly interpreted and continuously taken into account.
• Change and digitalization: You actively drive change, for example through optimized workforce planning, standardized processes, increased telephony and outbound communication, and the expansion of digital self-service and AI solutions, while always keeping the needs of our customers and colleagues in focus.

Requirements

• Leadership experience: You have at least two years of disciplinary leadership experience in a contact center, customer service and/or collections.
• Communication experience: You bring extensive experience in customer communication, both by phone (inbound/outbound) and in writing via email or ticketing systems.
• KPI and quality management: You naturally work with metrics and reports, manage productivity and quality, and align commercial objectives with strong customer orientation.
• Project and process competence: You have experience in project work, for example process implementation and monitoring, improvement cycles or tools, and bring topics to a structured conclusion.
• Leadership and motivation: You demonstrate enthusiasm and a positive presence and succeed in engaging and motivating your team even during demanding periods.
• Confident communication: You adapt your communication to different personalities, remain composed in difficult situations and communicate openly and transparently.
• Compliance and data protection awareness (plus): Ideally you have already worked with complaint processes and/or data protection requests and understand the importance of compliance, data protection and industry standards in an operational environment.

Benefits

• Flexibility for your life: Enjoy family-friendly working hours and a generous home office policy so you can remain agile and flexible in any life situation.
• Ergonomic work environment: For your days in the office we provide ergonomic workstations that offer a comfortable and healthy working environment.
• Autonomous working: Short decision-making paths allow you to work independently and contribute your ideas. With us you have space to take responsibility.
• Grow with us: Develop your potential with numerous opportunities for influence and development as well as an annual development budget to achieve your professional and personal goals.
• Shared fun: Team spirit is important to us. We regularly organize events and parties where fun is guaranteed.
• Mobility of your choice: Whether a train pass or a parking space, we support you in choosing your preferred mobility.
• Stay active: Keep fit with a discounted membership at Fitness First or Urban Sports Club or use our on-site gym to stay active after work and strengthen your work–life balance.
• Secure your future: Think about your future too. We offer contributions to company pension schemes so you can plan long-term with us.
• Individual offers: We take your personal life situation into account. Whether you are a parent or enjoy travelling, we offer tailored options that fit your life.