Head of Customer Service

vor 3 Monaten

Berlin, Deutschland LEGO Vollzeit

**Location**
- Berlin, Berlin, Germany

**Job ID**
- 0000010032

**Category**
- Consumer Service & Contact Center Operations

**Do you have a passion for people and an understanding of what it takes to provide great customer service?**

Bring your experience in inspiring others to develop and motivate our Berlin-based Consumer and Shopper Engagement (CSE) team

**Core Responsibilities**- Motivating and developing employees by coaching, mentoring, understanding what is needed and providing the right tools, support and knowledge needed to build successful teams.-
- Continuously striving for a high performing team and understanding of site performance and key drivers of over/under performance and relevant action plans.-
- Leading change management within the Berlin site with proactive participation, collaboration, input, and ownership of the change.-
- Building valuable relationships with internal teams including the works council that drive value for site/CSE operation.-
- Able to manage and prioritise the wide variety of tasks to ensure that effort vs outcome balanced and Manage CSE projects at both a local, regional, and global level-
- Be an active participant in the Operations Leadership Team and the wider CSE Leadership team and work with colleagues to develop a local strategy and contribute to the wider strategy of Operations and CSE Globally.-
- Ownership of recruitment including recruitment and onboarding of new Team Leaders.#LI-JA1

**Play your part in our team succeeding**

Our mission in CSE is to be the champions of consumers and guardians of the LEGO Group’s Play Promise. Our vision is to innovate the future of service, deepen consumer engagement and be a reason why people choose the LEGO® Brand

This role leads our Berlin Operations team that, along with our Slough/UK-based team, make up our CSE EMEA footprint. Responsible for a team of circa 160 team members with 10-14 direct reports depending on the season, you will be leading hard-working teams who live the LEGO® values and go the extra mile for our consumers and shoppers, advocating for the LEGO® brand in every engagement they have. Leading, developing, and inspiring your team through active and role-modelling leadership, regular coaching sessions, and other meaningful engagement to achieve key results around our employee satisfaction survey (PULSE), Service Levels, and Quality metrics including productivity, NPS, and first-time resolution.

**Do you have what it takes?**- Proven results leading and coaching successful and highly motivated teams in a contact centre environment.-
- Experience of balancing motivational people leadership and operational result's orientation.-
- Demonstrable experience of cross functional collaboration with partners across organizations and internationally.-
- Shown change management experience.-
- Previous experience of leading a large team across multiple team layers.-
- Previous involvement in recruitment activities.-
- Experience within a European or Global contact centre set up is desirable.**What’s in it for you?**:
**Here are some of what to expect**:
**Family Care Leave** - We offer enhanced paid leave options for those important times.**Insurances** - All colleagues are covered by our life and disability insurance which provides protection and peace of mind.**Wellness** - We want you to be your best self, so you'll have access to the Headspace App and lots of wellbeing initiatives and programmes run by local teams where you are based.**Colleague Discount** - We know you'll love to build so from day 1 you will qualify for our generous colleague discount.**Bonus** - We do our best work to succeed together. When goals are reached and if eligible, you'll be rewarded through our bonus scheme.**Your workplace** - When you join the team you'll be assigned a primary workplace location i.e. one of our Offices, stores or factories. The hiring team will discuss the principles of our hybrid work model 'Best of Both', role eligibility and frequency with you during the recruitment process.

Children are our role models. Their curiosity, creativity and imagination inspire everything we do. We strive to create a diverse, dynamic and inclusive culture of play at the LEGO Group, where everyone feels safe, valued and they belong.

The LEGO Group is proud to be an equal opportunity employer. We are committed to equal employment opportunity and equal pay regardless of e.g. race, colour, religion, sex, national origin, sexual orientation, disability or gender identity.

Thank you for sharing our global commitment to Children’s Rights.

**Just imagine building your dream career.**

**Then make it real.**

**Join the LEGO**®
** team today.

  • Head of Customer Service

    vor 57 Minuten

    Berlin, Berlin, Deutschland Opteven Deutschland Vollzeit

    Job Title: Head of Customer ServiceOpteven Deutschland is seeking a highly skilled and experienced professional to lead our Customer Service department. As the Head of Customer Service, you will be responsible for ensuring that our customers receive exceptional service and support.Key Responsibilities:Develop and implement customer service strategies to...

  • Head of Customer Service

    vor 31 Minuten

    Berlin, Berlin, Deutschland Opteven Deutschland Vollzeit

    Job Title: Head of Customer ServiceOpteven Deutschland is seeking a highly skilled and experienced professional to lead our Customer Service department. As the Head of Customer Service, you will be responsible for ensuring that our customers receive exceptional service and support.Key Responsibilities:Develop and implement customer service strategies to...

  • Head of Customer Service

    vor 1 Monat

    Berlin, Deutschland ShopwithmeAsia Vollzeit

    We are looking for Head of Customer Service ( M/F) that takes care for our growing Number Europeanwide Customers in E commerce sales. you will lead a vibrant team full of Energy ! Speaking English is mandatory, German would be nice! Pay: 3.500,00€ - 4.500,00€ per month **Education**: - High school or equivalent (preferred) **Experience**: -...

  • Head of Customer Service Manager

    Vor 6 Tagen

    Berlin, Berlin, Deutschland Opteven Deutschland Vollzeit

    Job Title: Head of Customer ServiceOpteven Deutschland is seeking a highly skilled and experienced professional to lead our Customer Service department. As the Head of Customer Service, you will be responsible for ensuring that our customers receive exceptional service and support.Key Responsibilities:Develop and implement customer service strategies to...

  • Head of Customer Service Manager

    Vor 6 Tagen

    Berlin, Berlin, Deutschland Opteven Deutschland Vollzeit

    Job Title: Head of Customer ServiceOpteven Deutschland is seeking a highly skilled and experienced professional to lead our Customer Service department. As the Head of Customer Service, you will be responsible for ensuring that our customers receive exceptional service and support.Key Responsibilities:Develop and implement customer service strategies to...

  • Head of Customer Service Manager

    Vor 7 Tagen

    Berlin, Berlin, Deutschland Opteven Deutschland Vollzeit

    Job Title: Head of Customer ServiceOpteven Deutschland is seeking a highly skilled and experienced professional to lead our Customer Service department. As the Head of Customer Service, you will be responsible for ensuring that our customers receive exceptional service and support.Key Responsibilities:Develop and implement customer service strategies to...

  • Head of Customer Service Manager

    Vor 7 Tagen

    Berlin, Berlin, Deutschland Opteven Deutschland Vollzeit

    Job Title: Head of Customer ServiceOpteven Deutschland is seeking a highly skilled and experienced professional to lead our Customer Service department. As the Head of Customer Service, you will be responsible for ensuring that our customers receive exceptional service and support.Key Responsibilities:Develop and implement customer service strategies to...

  • Head of Customer Service

    vor 2 Wochen

    Berlin, Berlin, Deutschland Opteven Deutschland Vollzeit

    Job SummaryOpteven Deutschland is seeking a highly skilled and experienced Head of Customer Service to lead our newly created Customer Service department. As a key member of our team, you will be responsible for ensuring the smooth operation of our customer service processes, managing a team of customer service representatives, and driving business growth...

  • Head of Customer Service

    vor 2 Wochen

    Berlin, Berlin, Deutschland Opteven Deutschland Vollzeit

    Job SummaryOpteven Deutschland is seeking a highly skilled and experienced Head of Customer Service to lead our newly created Customer Service department. As a key member of our team, you will be responsible for ensuring the smooth operation of our customer service processes, managing a team of customer service representatives, and driving business growth...

  • Head of Customer Service

    vor 4 Monaten

    Berlin, Deutschland Opteven Deutschland Vollzeit

    Head of Customer Service (m/w/d) 10/03/23 Opteven: „Surely exciting!“ As an agile service provider to the automotive industry with a focus on motor insurance, we are always looking for new challenges and always go the extra mile for customers and employees. Strong growth coupled with many years of experience in the industry show that innovation...

  • Head of Customer Success

    vor 4 Monaten

    Berlin, Deutschland CA Customer Alliance GmbH Vollzeit

    **About Us**: At Customer Alliance, we are literally obsessed with feedback - and that reflects in the culture and the product we’re building. We’re a diverse team (comprising 21 nationalities!) who support and inspire each other every day. We pride ourselves on a positive and growth-oriented work environment where employees are encouraged to share...

  • Head of Services Director

    Vor 7 Tagen

    Berlin, Berlin, Deutschland Televic Vollzeit

    Job Title: Head of ServicesAre you a strategic leader with a passion for driving business growth and innovation? Do you have a proven track record of managing and developing high-performing teams? We're looking for a talented individual to join our team as Head of Services at Televic.About the RoleAs Head of Services, you will be responsible for leading our...

  • Head of Services Director

    Vor 7 Tagen

    Berlin, Berlin, Deutschland Televic Vollzeit

    Job Title: Head of ServicesAre you a strategic leader with a passion for driving business growth and innovation? Do you have a proven track record of managing and developing high-performing teams? We're looking for a talented individual to join our team as Head of Services at Televic.About the RoleAs Head of Services, you will be responsible for leading our...

  • Head of Customer Experience, Germany

    vor 4 Monaten

    Berlin, Deutschland Amazon Deutschland Services GmbH Vollzeit

    Bachelor’s Degree - Experience in improving customer service and building scalable, long-term solutions to remove customer pain-points - Strong people management skills with experience of leading and motivating multi functional groups in a diverse environment - Fluent English & German language. - Ability to think strategically and to drive the detailed...

  • Head of Customer Service

    vor 4 Monaten

    Berlin, Deutschland Horizn Studios Vollzeit

    General Description In your role as Head of Customer Service (M/F/d) you will be mainly responsible for leading the Customer Service department and will work hands-on in the customer care. You will be responsible for further developing and driving Horizn’s overall performance and brand Customer Service strategy, and its execution on all CS channels,...

  • Head of Customer Service

    vor 4 Monaten

    Berlin, Deutschland Horizn Studios GmbH Vollzeit

    **General Description**: In your role as** Head of Customer Service (M/F/d)** you will be mainly responsible for leading the Customer Service department and will work hands-on in the customer care. You will be responsible for further developing and driving Horizn’s overall performance and brand Customer Service strategy, and its execution on all CS...

  • Customer Service Representative

    vor 2 Wochen

    Berlin, Berlin, Deutschland Workstation Customer Care Vollzeit

    **About Our Client**Our client is a network of several airlines, each with its own distinctive culture and style of service. These airlines join to offer smooth connections across a vast global network.**Job Summary**We are seeking a skilled Customer Service Representative to join our team at Workstation Customer Care. As a Customer Service Representative,...

  • Customer Service Representative

    vor 2 Wochen

    Berlin, Berlin, Deutschland Workstation Customer Care Vollzeit

    **About Our Client**Our client is a network of several airlines, each with its own distinctive culture and style of service. These airlines join to offer smooth connections across a vast global network.**Job Summary**We are seeking a skilled Customer Service Representative to join our team at Workstation Customer Care. As a Customer Service Representative,...

  • Assistant to Head of Customer Services

    vor 4 Monaten

    Berlin, Deutschland noris network Vollzeit

    Die noris network AG bietet Unternehmen Lösungen in den Bereichen IT-Outsourcing, Cloud Services, Network & Security und Datacenter. Technologische Basis dieser Services ist eine leistungsfähige IT-Infrastruktur mit einem eigenen Hochleistungs-Backbone und mehreren Hochsicherheitsrechenzentren. Seit 1993 haben wir uns zu einem der IT-Spezialisten mit mehr...

  • Head of Services

    vor 2 Monaten

    Berlin, Deutschland Agentur für Internationale Museumskooperation gGmbH Vollzeit

    WIR SUCHEN ENGAGIERTE KOLLEG*IN Head of Services Werde Teil der Agentur für Internationale Museumskooperation gGmbH und gestalte gemeinsam mit uns die Zukunft der internationalen Museumszusammenarbeit! Mehr Infos und Bewerbung unter: www.kulturpersonal.de/jobs