Stylish, grounded, uplifting – these values live through everything we do at Boden. Without the collaboration, honesty and friendship between our teams, we wouldn’t be where we are today. We curate a world of beauty that’s ethical, inclusive – and importantly – good fun. We inspire you to live your best life. We are Boden.
Overview
We’re looking for an inspiring and people-focused Customer Service Team Manager to lead our dedicated DE/AT customer service team, delivering exceptional experiences to our German and Austrian speaking customers. German language skills are desirable but not essential. Our priority is finding a strong people leader who can build engagement, drive performance and create a culture where customer excellence thrives.
This is a newly created role within our contact centre leadership team, designed to strengthen and elevate the service we provide in these important markets. It’s a fantastic opportunity to join at a pivotal stage and play a key role in shaping the team’s future success.
- Hybrid/flexible working: Based in our Leicester office.
- Team size: You’ll lead a close-knit group of 12-14 Customer Service Advisors.
- Work pattern: 8am-4pm and 1 in 5 weekends.
What You Will Do
- Use performance data to identify areas for improvement, diagnose root causes of underperformance, and implement actions to improve customer experience and KPI delivery.
- Drive a high-performance culture through coaching, performance management, and leading by example.
- Communicate clearly and consistently with your team, ensuring messages are understood and acted upon.
- Work with HR/People teams to conduct formal performance discussions in alignment with company policies.
- Act as an escalation point for customer issues, empowering your team to resolve queries effectively.
- Identify and develop talent within your team, fostering self-managed, high-performing teams.
- Recognise high performance, retain top talent, and inspire your team to deliver amazing customer experiences aligned with our values.
What We Are Looking For
- Proven experience leading or managing a team, ideally in a customer-facing environment.
- Strong coaching and performance management skills with a track record of driving measurable improvements.
- Excellent stakeholder management skills.
- Strong understanding of customer service operations.
- Ability to simplify complex policies/processes into clear guidance.
- Comfortable with data analysis and reporting.
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