Customer Service Assistant Manager

where possible

Be an ambassador for Customer Service, building the brand and reputation as well as your own by leading by example

Key Responsibilities

• Being present and available to the team to role model our leadership competencies and cultural factors

• Motivate and empower associates through recognition and driving a culture of listening to great ideas and empowering them to make decisions

• To actively lead by example - demonstrating the flexibility and adaptability to support the team by taking ownership of cases when needed

• Support with delivery of huddles and team briefings/meetings making them engaging and informative

• Conduct coaching sessions to support your team

• Support CS Operations Manager to help with individual and team performance regularly

• Identify talent and calibrate with your CS Operations Manager to build a strong succession plan

• Support CS Operations Manager to focus on extra coaching/training for some individuals that may need it and support with onboarding making all associates feel welcome and valued from the start

• Manage a small team of associates once out of training

• Have an in-depth understanding of the responsibilities, activities and processes to deliver service every day

• Support the CS Operations Manager in the recruitment of the team

• Ability to understand operational reporting and how to use it to manage the operation efficiently

• Collating feedback of consistent issues being encountered by both customers and associates

• Proactively problem solving, identifying risks that may impact service or customer experience

• Adhere to customer confidentiality guidance, data protection legislation and risk procedures

• Drive your own development and keep up to date development plan with evidence of achievements

• Drive your own learning understanding your strengths and weaknesses

Key Skills, Knowledge and Experience

• Native Catalan and Castilian (Spanish) speaker with strong proficiency in Business English

• Experience of Leading a customer facing team in Sales or Customer Service

Job Specifics

• Onsite position based at our Madrid Office
• Full-time contract 37.5 hours per week
• Working on a shift basis within our opening times of 09:00 - 21:00 GMT, Monday to Sunday (rotational shifts)
• Travel to the UK for 2 week's initial training with occasional travel each year after this