Customer Service Team Manager – German and Austrian Team

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.

What We Offer

• Competitive salary & targeted annual bonus scheme.

• Generous Boden clothing allowance!

• 30% discount on all current clothing ranges.

• 33 days Holiday annually (pro-rated for part-time), inclusive of bank holidays. Bank holidays are considered standard working days.

• Online Portal with an array of discounts on retail & entertainment.

• Virtual GP Service for you and your household!

• Free onsite parking.

We want Boden to be the place everyone wants to work. Friendly, open and tolerant. A best-of-British company with diverse teams, equal opportunities, and fair working and recruitment practices. We believe in hiring the best person for the job, whoever they are, helping them thrive in it and celebrating their individuality.

We would like to encourage people from a diverse range of backgrounds to apply for our roles. If you need any reasonable adjustments or additional support during your application process, please do not hesitate to let us know.