Level 2 Support Team Manager (m/w/d)

Job Description

Do you have a passion for delivering outstanding customer experiences?

Bring your inspiring leadership skills to our Consumer and Shopper Engagement (CSE) team in Berlin and help solve our complex cases!

No relocation support is offered for this position.

Core Responsibilities

• Lead a team of professional level specialists who deal with our escalated contact cases.

• Take full ownership of critical issues, providing support and coaching the team through to full resolution.

• Develop the team to be able to handle higher-level cases, be an additional safety layer and analyse trends in our reporting to share with various partners.

• Lead ad-hoc departmental projects that improve consumer experience and efficiency.

• Utilize data and a continuous improvement approach to discover ways to develop the team's efficiency and solve root cause drivers of our workload.

• Work with Team Leaders on trends and champion a feedback cycle to continuously improve the support offered and capability of advisors and the L2 team.

• Influence and collaborate with key partners on improvement initiatives that positively impact the consumer.

• When required, deputise for the Senior Operations Manager in Berlin, taking on the site lead responsibilities.

Play your part in our team succeeding

Our mission in Consumer and Shopper Engagement (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.

We are a global team with contact centres in the UK, Germany, USA, Singapore and Shanghai, supporting over 4 million customer engagements per year across multiple channels!

Do you have what it takes?

• Proven team management experience within a contact centre environment.

• Confidence in working with and learning new systems and data programs.

• Excellent communications skills to support ambiguous situations and articulate expectations.

• Strength in building partner relationships both inside and outside of direct teams.

• Demonstrable experience in leading escalations and high-profile situations across a variety of partners and customers.

• Analytical skills with the ability to analyse complex data to drive improvements and decisions.

• Previous experience working as part of a global team is beneficial.

• Ability to step into site management as required.

#LI-JA1

Applications are reviewed on an ongoing basis. However, please note we do amend or withdraw our jobs and reserve the right to do so at any time, including prior to any advertised closing date. So, if you're interested in this role we encourage you to apply as soon as possible.

What’s in it for you?

Here is what you can expect:

Family Care Leave - We offer enhanced paid leave options for those important times.

Insurances – All colleagues are covered by our life and disability insurance which provides protection and peace of mind.

Wellbeing - We want our people to feel well and thrive. We offer resources and benefits to nurture physical and mental wellbeing along with opportunities to build community and inspire creativity.

Colleague Discount – We know you'll love to build, so from day 1 you will qualify for our generous colleague discount.

Bonus - We do our best work to succeed together. When goals are reached and if eligible, you'll be rewarded through our bonus scheme.

Workplace - When you join the team you'll be assigned a primary workplace location i.e. one of our Offices, stores or factories. Our hybrid work policy means an average of 3 days per week in the office. The hiring team will discuss the policy and role eligibility with you during the recruitment process.

Children are our role models. Their curiosity, creativity and imagination inspire everything we do. We strive to create a diverse, dynamic and inclusive culture of play at the LEGO Group, where everyone feels safe, valued and they belong.

The LEGO Group is highly committed to equal employment opportunity and equal pay and seeks to encourage applicants from all backgrounds (eg. sex, gender identity or expression, race/ethnicity, national origin, sexual orientation, disability, age and religion) to apply for roles in our team.

Research shows that women and people from different underrepresented backgrounds often only apply for a job if they meet 100% of the listed qualifications. For all candidates, if you dream of being a part of our team and you meet many, but not all of our listed qualifications for this role, please apply.

The LEGO Group is fully committed to Children’s Rights and Child Wellbeing across the globe. Candidates offered positions with high engagement with children are required to take part in Child Safeguarding Background Screening, as a condition of the offer.

Thank you for sharing our global commitment to Children’s Rights.

Just imagine building your dream career.

Then make it real.

Join the LEGO® team today.