German Customer Experience Team Lead

About Vintage.com At Vintage.com, we’re building the most trusted platform for pre-loved items. We help people give valuable things a new life, making the experience simple, transparent and rewarding. We bring together specialist knowledge, thoughtful technology and genuine care for our customers. By helping more items stay in circulation, we create value for people and make a positive impact at the same time. About the Team Our Customer Experience team supports Vintage.com customers across our European markets from our hub near Arnhem. We bring the human side of our service to life, helping customers across inbound, outbound and digital channels with clarity, care and confidence. Now established in Europe, Customer Experience works closely with Operations, our warehouse and teams across Vintage.com to create joined-up journeys and turn customer insight into better ways of working. Why This Role Matters Why the role exists As Customer Experience Team Leader, you’ll lead and motivate a team of advisors to deliver consistently brilliant customer service. You’ll be accountable for your team’s day-to-day performance, wellbeing and development. You’ll give colleagues the structure, coaching, feedback and support they need to succeed. You’ll set clear expectations, recognise good work and address performance concerns fairly, creating a team culture where people feel confident, included and able to grow. This is a hands-on leadership role. You’ll plan rotas and workflows, use performance insight to guide decisions, step into complex customer situations and help new starters thrive. You’ll also work closely with Operations and other teams to improve customer outcomes as Vintage.com continues to grow across Europe. What success looks like Meet or exceed agreed service levels, performance measures and quality standards across customer channels. Achieve at least 95% first-contact resolution for escalated calls. Build, develop and retain a high-performing team of Customer Experience advisors. Create strong team engagement and wellbeing through consistent support, feedback and recognition. Plan workloads effectively and build strong partnerships with Operations and other teams. Recruit and onboard new colleagues successfully, embedding changes and improved ways of working. What You’ll Do Team leadership and development Lead, coach and mentor a team of Customer Experience advisors to deliver excellent service. Hold regular one-to-ones, team meetings and coaching sessions that support performance and career development. Build engagement and wellbeing through visible, approachable leadership and consistent recognition. Manage performance fairly and consistently, following company policies, procedures and people standards. Customer and escalation management Set clear expectations for brilliant, consistent customer service across every channel. Take ownership of escalated calls and complex complaints, aiming to resolve them at first point of contact. Work with teams across Vintage.com to remove blockers and deliver joined-up customer outcomes. Operational performance Plan team rotas, workloads and coverage across inbound, outbound and digital workstreams. Monitor service levels, performance measures and quality results, acting early when standards slip. Use data and quality insight to improve individual performance, team behaviours and customer outcomes. Partner with the Head of Customer Experience and Operations Manager on priorities, plans and objectives. Growth and continuous improvement Recruit and onboard new team members, giving them the support and clarity they need to thrive. Champion change and help colleagues understand and adopt new ways of working. Improve processes and workflows to strengthen efficiency, service quality and customer outcomes. Share customer and performance insight with Operations, the warehouse and wider teams to support business improvement. What You’ll Bring Essential At least one year’s experience as a Team Leader or Manager in a contact centre environment. Strong leadership skills and experience coaching, mentoring and developing others. A track record of delivering excellent customer service and resolving escalated complaints. Experience working with service levels, performance measures, quality standards and team objectives. Confidence planning rotas, workloads and coverage across multiple customer channels. A data-led approach, with strong attention to detail and the ability to turn insight into action. A practical understanding of people policies, procedures and fair performance management. Strong systems confidence and the ability to learn new applications quickly. A resilient, adaptable and collaborative approach, leading positively by example. Helpful Experience in a sales contact centre with high-value targets. Experience across both inbound and outbound contact centre environments. Experience using CRM systems to manage customer interactions effectively. Experience working alongside warehouse operations or a business handling physical products. Qualifications No specific qualifications are required. We care about the leadership experience you bring, the judgement you show and how you keep learning. Living Our Values In this role, living our values means: Keep customers at the heart of team priorities, performance conversations and everyday decisions. Lead with clarity and empathy, following through on commitments to colleagues and customers. Create an inclusive team where people feel supported, respected and confident to speak up. Use data, quality insight and customer feedback to challenge constructively and improve performance. Work openly across Customer Experience, Operations and the warehouse to make change stick.