Seasonal Customer Service Team Leader

Are you interested in coaching and supporting a diverse team of Customer Service Advisors, being at the forefront of our world class customer service?

Core Responsibilities
- Lead, motivate, and engage your team (10-16 advisors) by creating a culture of openness and transparency
- Lead by example through demonstrating the LEGO Values in every interaction you have
- Analyze team performance/resource plans etc. to understand root causes and feed this into the continuous improvement cycle within CS to improve our overall customer experience
- Utilize formal and informal coaching sessions/1o1s using both directive and non-directive feedback to continually drive team and individual performance. Create and follow up on actions plans for all team members
- Carry out engaging board huddles and regular team meetings to keep your team informed on day-to-day performance and goals of the department and wider business
- Have open and constructive dialogue with your team to review performance, create, and follow up on actions plans for all team members
- Develop Individual Development Plans (IDPs) with team members to understand their full potential and help them maximize their contribution at work and achieve their personal career goals

Play your part in our team succeeding

Here in Consumer & Shopper Engagement (CSE), we support all LEGO sales and brand experiences with a world class costumer service, handling all multi-channel contacts in a way that lives up to the expectations of the LEGO brand, benchmarked with other premium brands. This is not an ‘ordinary’ contact center as you might know it You and your team will be responding to costumers of all ages from a young child with the next best idea, the parent who is upset that their birthday gift hasn’t arrived to the AFOL (Adult Fan of LEGO) who knows everything about our Star Wars products.

Do you have what it takes?
- 2 or more years of experience in leading a diverse team in a service environment (e.g. call center, hotel, public service) and the desire to inspire and develop a group of 10-16 advisors
- Excellent verbal, written, and presentation skills
- A solid understanding of CRM and contact management
- Be a team player, who can work well with a diverse group of people at all levels
- Fluent English is required, any other languages are a plus

Here’s what you get in return
- A wonderful office in the heart of Berlin (Friedrichstraße)
- The option to also work from home a few days per week, including necessary equipment
- 30 days of vacation, with vacation pay on top
- 50% off LEGO products
- Financial support for your public transportation pass and your gym membership
- Of course you’re also getting us - a great team who works hard and plays even harder

Join the global LEGO® team

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 and an affirmative action employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.

We support our employees in being there for the moments that matter in life and celebrate families of all kinds, the loved ones that make us who we are. Being part of the LEGO Group also means taking part in our annual Play Day, playing a part in building a sustainable future and continuing our mission to “inspire and develop the builders of tomorrow.”

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

Build your career brick by brick at the LEGO Group.

LI-JM3

**Location**
- Germany, Berlin, Berlin

**Job ID**
- DE2294

**Category**
- Customer Service

**Language**
- EN