Head of Operations / Customer Service

Job content

Job Description

Are you interested in leading, growing, developing, and inspiring a diverse team of Team Leaders and Customer Service Advisors in Berlin, being at the forefront of our world class customer service?

Bring your leadership skills to the table and help them create a FRKE (Fun, Reliable, Knowledgeable, and Engaging) environment, delivering the LEGO values through the customer’s chosen channel (email, phone, chat and more!). How does that sound?

You will be leading our Berlin Consumer and Shopper Engagement team (CSE) that, along with our Slough-based team, make up our CSE EMEA footprint. You will be responsible for a team of up to 200 team members. You will be key in leading high-performing teams who live the LEGO values and go the extra mile for our consumers and shoppers, advocating for the LEGO brand in every engagement they have.  In addition you will be the  Site Lead for the Berlin office ensuring that the overall Berlin office is running effectively and working together as One Team. 


Core Responsibilities

• Motivate and develop your team through coaching, mentoring, and providing them with the right tools, support, and knowledge needed to create high-performing teams
• Play a key role in further growing the Berlin team, while ensuring the quality of service and fun at work remain at the highest level
• Deliver a successful action plan to address issues raised in the People Pulse survey (staff engagement, motivation, and satisfaction survey)
• Lead the operations team in your location through the CSE (tech) digital transformation project by proactive participation, collaboration, input, and ownership. Own and execute change management in a way that inspires and excites everybody
• Proactively support the implementation of new channels and the transition of piloted engagement opportunities into business as usual
• Be an active participant in the Operations Leadership Team and the global CSE Leadership Team
• Deputize for the Operations Director when required
• Ownership of recruitment for the operations teams including recruitment and onboarding of new Team Leaders
• Responsibility for ensuring the Berlin office running smoothly for everyone, engaging with stakeholders in HR, Facilities, IT, and other global teams
  

Play your part in our team succeeding

Here in CSE, we support all LEGO sales and brand experiences with a world class customer service, handling all multi-channel contacts in a way that lives up to the expectations of the LEGO brand, benchmarked with other premium brands. This is not an ‘ordinary’ contact center as you might know it! Your team will be responding to our 4 million customers of all ages from young children with the next best idea, the parent who is upset that their birthday gift hasn’t arrived, to the AFOL (Adult Fan of LEGO) who knows everything about our Star Wars products and everything in between!

Do you have what it takes?

• A proven track record of leading and coaching a successful and highly motivated team of 100+ people in a (global) contact center environment through multiple layers
• Proven track record of cross functional collaboration with stakeholders across organizations and internationally
• Proven change management experience/qualifications
• Great balance between motivational people leadership and operational results orientation
• Ability and proven track record to effectively manage teams/individuals on site and remotely
• Recruitment experience
• Fluency in English required; German (and any other language) is a plus
  

Here’s What You Get In Return

• A wonderful office in the heart of Berlin (Hackescher Markt)
• The option to also work from home a few days per week, including necessary equipment
• 30 days of vacation, with vacation pay on top
• 50% off LEGO products
• Financial support for your public transportation pass and your gym membership
• Of course you’re also getting us – a great team who works hard and plays even harder
  

What’s in it for you?

Here Are Some Of What To 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.
• Wellness – We want you to be your best self, so you’ll have access to the Headspace App and lots of wellbeing initiatives and programmes run by local teams where you are based.
• 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, you’ll be rewarded through our global bonus scheme.
• Your workplace – Our offices will be your primary workplace with flexibility to work from home during your working week. Your People Leader will discuss the principles of our hybrid work model, role eligibility and frequency with you.
  

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 proud to be an equal opportunity employer. We are committed to equal employment opportunity and equal pay regardless of e.g. race, colour, religion, sex, national origin, sexual orientation, disability or gender identity.

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.