Head of Customer Service in Berlin bei LEGO

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!

The global CSE department is a team of around 1000 employees with offices in the UK, Germany, USA, Denmark, Singapore and Shanghai, supporting 5 million customer engagements per year across multiple channels (phone, email, chat, social media, web, owned apps and platforms). Our customers are based around the globe.

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.