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17 days ago
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Member Services Team Leader - Spanish Italian Portuguese


Recruitment Genius
Salary: £30000 - £32000 per annum
Location: London
Job type: Permanent
Contact: Recruitment Genius Ltd
Category: Customer Service Jobs
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Key Responsibilities

Customer Care
- Communicate with customers by phone, e-mail, or in person and provide excellent and accurate service
- Show a high level of professionalism with proper grammar and phone etiquette
- Review Held for Payment reports on a regular basis and oversee communication to rectify problem orders
- Identify problems with member accounts and/or orders and solve them accordingly
- Act as a point of escalation for customer complaints
- Support MS Manager with Day to Day operations and monitoring

Team Leadership
- Responsible for coaching the team, including appraisals, identifying training needs and assisting in an induction program for new staff
- Weekly 1-2-1's with all team members providing coaching and training.
- Participate and conduct training for new starters within the department as well as planning and conducting regular training/information sessions for department
- Proactively plan team schedules and holidays to ensure customer service standards are met or exceeded
- Work with the MS Manager to develop policy and procedure and training manuals to advance customer relations and better meet customer needs
- Be a role model setting a good example to team members
- Communicate openly on all issues with the MS Manager
- Ensure open communication to team members through huddles and team meetings
- Work closely with MS Manager
- Manage cover in Member Services for holidays, sickness etc.
- Other tasks as assigned by the MS Manager
- Some travel within Europe will be required to assist at conventions, meetings and other corporate or distributor events. The candidate must therefore hold a valid documents.

Person Specification
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and attitudes required.

Qualifications and Experience
- Experience in a supervisory/leadership role within a customer care environment (ESSENTIAL)
- Fluent in Spanish OR Italian OR Portuguese and English written and spoken (ESSENTIAL)
- Experience in training design and delivery
- Experience within Direct Selling industry (highly desirable)
- Experience working with a multi-cultural team

Skills and Attitudes
- Strong leadership and people management skills with the ability to encourage high levels of personal performance, through performance management, coaching and support
- Good interpersonal skills and good cultural awareness
- Ability to use initiative and work with minimal supervision
- Excellent communication skills both written and oral
- Flexible approach to work
- Work well under pressure and to tight deadlines
- Proactive solution seeker with a positive "can do" attitude
- Team Player
- Strong customer focus
- Flexibility to take on new tasks
- Ability to use IT systems such as Microsoft Word, Excel and PowerPoint

Job Types: Full-time, Permanent

Salary: £30,000.00-£32,000.00 per year
Key Responsibilities

Customer Care
- Communicate with customers by phone, e-mail, or in person and provide excellent and accurate service
- Show a high level of professionalism with proper grammar and phone etiquette
- Review Held for Payment reports on a regular basis and oversee communication to rectify problem orders
- Identify problems with member accounts and/or orders and solve them accordingly
- Act as a point of escalation for customer complaints
- Support MS Manager with Day to Day operations and monitoring

Team Leadership
- Responsible for coaching the team, including appraisals, identifying training needs and assisting in an induction program for new staff
- Weekly 1-2-1's with all team members providing coaching and training.
- Participate and conduct training for new starters within the department as well as planning and conducting regular training/information sessions for department
- Proactively plan team schedules and holidays to ensure customer service standards are met or exceeded
- Work with the MS Manager to develop policy and procedure and training manuals to advance customer relations and better meet customer needs
- Be a role model setting a good example to team members
- Communicate openly on all issues with the MS Manager
- Ensure open communication to team members through huddles and team meetings
- Work closely with MS Manager
- Manage cover in Member Services for holidays, sickness etc.
- Other tasks as assigned by the MS Manager
- Some travel within Europe will be required to assist at conventions, meetings and other corporate or distributor events. The candidate must therefore hold a valid documents.

Person Specification
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and attitudes required.

Qualifications and Experience
- Experience in a supervisory/leadership role within a customer care environment (ESSENTIAL)
- Fluent in Spanish OR Italian OR Portuguese and English written and spoken (ESSENTIAL)
- Experience in training design and delivery
- Experience within Direct Selling industry (highly desirable)
- Experience working with a multi-cultural team

Skills and Attitudes
- Strong leadership and people management skills with the ability to encourage high levels of personal performance, through performance management, coaching and support
- Good interpersonal skills and good cultural awareness
- Ability to use initiative and work with minimal supervision
- Excellent communication skills both written and oral
- Flexible approach to work
- Work well under pressure and to tight deadlines
- Proactive solution seeker with a positive "can do" attitude
- Team Player
- Strong customer focus
- Flexibility to take on new tasks
- Ability to use IT systems such as Microsoft Word, Excel and PowerPoint

Job Types: Full-time, Permanent

Salary: £30,000.00-£32,000.00 per year

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