Nordic speaking Team Manager for a Luxury Brand Client Service Centre

Team Manager – Client Service Centre (Nordics)

A leading luxury brand is seeking a Team Manager to join its Client Service Centre (CSC) in Brussels, supporting the Nordic and UK market. This role is ideal for an experienced leader who thrives in a fast-paced, client-focused environment and is passionate about delivering outstanding service.

As a Team Manager, you will be responsible for leading and coaching a team of Client Advisors, ensuring they provide exceptional customer service while achieving performance goals. You will oversee daily operations, monitor team performance, and create a positive and collaborative work environment.

Responsibilities

• Supervise and manage a team of Client Advisors handling calls, emails, and online orders.
• Provide coaching and development to team members to ensure high performance.
• Set individual and team goals, monitor progress, and implement improvement plans.
• Foster a client-centric approach, ensuring the highest level of service.
• Conduct performance reviews and oversee quality control of interactions.
• Collaborate with the Training Team to identify development needs and create action plans.
• Ensure efficient workforce planning and traffic management for the service centre.
• Support client relationship-building initiatives and handle escalations professionally.
• Oversee operational tasks, ensuring brand standards and policies are followed.

Requirements

• Proven experience in team management, preferably in a client service centre, call centre, or luxury service environment.
• Strong leadership, coaching, and performance management skills.
• Ability to analyze business performance and implement improvement strategies.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and adaptability in a fast-paced setting.
• Proficiency in Microsoft Excel and experience with forecasting and scheduling.
• Fluency in English and one of the following languages: Swedish, Danish, Norwegian, or Finnish.
• Availability to work shifts (earliest start 8 AM, latest finish 8 PM), including weekends & Bank Holidays.

Benefits

• Opportunity to work in a prestigious and international luxury environment.
• Career development and training programs to support professional growth.
• Competitive salary and benefits package.
• A dynamic and collaborative team culture in a fast-paced, client-focused workplace.

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