Bilingual Contact Centre Team Leader

Do you love working in customer service?

Do you speak German and or Swedish?

Want to work at a company recently named in The Sunday Times Best Places to Work 2024?

AXS, a leading global ticketing, data, and marketing solutions provider, are hiring a Contact Center Team Leader for their offices in Birmingham.

You will

• ensure excellent customer service across multiple channels, such as phone, email, chat, and social media.
• oversee the day-to-day operations, monitor agent performance, and implement strategies to improve efficiency and customer satisfaction.
• develop and implement training programs to enhance agents’ product knowledge and communication skills.
• manage scheduling and shift rotations to ensure adequate coverage and efficiency in handling customer inquiries.

This role requires strong leadership skills, a customer-centric mindset, and the ability to work collaboratively with other teams.

To be considered for this role you must be able to communicate effectively both written and verbally in with German or Swedish as well as English.

We’re looking for people who

• Have proven experience of working in a multi-channel contact centre environment, with relevant coaching or training experience.
• Have strong conflict resolution skills.
• Have a solid understanding of contact centre operations, performance metrics, and quality assurance processes.
• Are able to develop and deliver training programs that drive performance improvement and enhance employee engagement.
• Are skilled in using CRM systems, contact centre software, call monitoring tools, and data analysis techniques to assess agent performance and identify areas for development.
• Proven track record of achieving and exceeding performance targets and KPIs.

We’ll give you a thorough induction on how we work at AXS and AEG, our parent company. Our induction and onboarding programme is a great way to meet other new starters and to learn about our culture and values. We will give you training in our systems, policies, and procedures so that you’ll be set up for success. From the moment new employees join us, they’re welcomed with open arms and a plethora of exciting perks. Not only can they choose a free show and to climb The O2, but we also ensure that our employees are continuously engaged and rewarded throughout their journey with us.

You can find out more about life at AXS here: https://aegeurope.com/brands/axs/

Where: This role is based full time in our Birmingham office near Birmingham International Airport and the NEC. You will work 5 days out of 7 and need to be able to work weekends.

So why apply? 

AEG is an inclusive organisation where we value everybody’s contribution. We empower and trust our people to do the right thing. We go the extra mile, for our customers and each other, every time. We are always open to new ideas and respect all opinions. We support and bring out the best in each other. We really value our people and inspire them to be the best in class, always!

Recently named in The Sunday Times Best Places to Work 2024, why not find out why our employees love working here: https://aegeurope.com/life-at-aeg/

You can find out about our benefits here: AEG Benefits

Our commitment to inclusion

We are committed to fostering a diverse and inclusive workforce. We believe in equality of opportunity for all and our approach to recruitment and selection is fair, open and based purely on merit. Applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships. If you require reasonable adjustments in any recruitment process with us, please make us aware.