Team Manager in Barcelona - Nordic Customer Service Centre
Company Description
Do you want to support the Nordic organisation in putting our customer in the forefront of everything we do? Do you have a business mindset and have experience in leading a team? Look no further! We are looking for a Team Manager for our Finnish market to join our Nordic Customer Service Centre in Barcelona.
At the Customer Service (CS) function, we contribute to H&M Groups vision and growth by making our customers lives easier, providing our customers with exceptional guidance and inspiration, whenever and wherever they connect with us. We serve customers to all brands within H&M Group, through their full shopping journeys. The organisation includes around 3500 colleagues globally and 17 established CS Centres around the world, so far. We are on an exciting journey to meet and exceed our customers expectations - today, tomorrow and in the future.
Job Description
Our Nordic Customer Service Centre is in three locations: Barcelona (Spain), Greve (Denmark) and Borås (Sweden), and as a Team Manager you will have your Nordic colleagues located in other countries. In Barcelona you will have colleagues from other markets than the Nordics, however management will mainly be in Sweden and Denmark. Your manager will be in Sweden and to be successful the role it will require the ability to work autonomously.
In the role as Team Manager, you balance out business- and people interest while having the company direction in focus. You will manage a team of 20-25 agents, mainly Finnish and few Norwegians, and provide guidance to them. You are responsible for managing and motivating your team members in their personal- and team development.
To succeed in the role, you need to be able to take fast decisions and lead the team according to set goals. You will continuously work to improve the performance and the results with individuals and the team as the focus should be on the customer and your KPIs.
You will lead by setting a good example and by creating an inclusive, diverse, and engaging environment. You work closely with the local Training & Quality Coach when continuously improving your KPIs and the customer experience.
Additionally, your responsibilities will be:
Analysing your teams KPIs and its development
Personnel responsibility
Staff and talent development and assessment
Drive continuous improvements
You will also contribute to a work environment where your team and colleagues want to work, and where customers feel valued. By acting in line with our values and our leadership expectations and being a role model, you contribute to H&Ms business success.
Qualifications
You are result-oriented leader with a business mindset, you have excellent people skills, and your leadership style is both coaching and supportive.
We believe you can communicate clearly, build trust, and build strong collaboration. As a person you are analytical, proactive, and have a “continuous improvement" mindset while also having the confidence to take fast decisions.
To be successful in this role, we believe you also have:
Bachelors degree in relevant field or equivalent experience is meriting
3+ years experience as a team manager/leader for similar sized team
Proven strong leadership skills
Ability to handle high complexity
Experience in customer service environment is meriting
Proficiency in spoken and written English is a requirement
Proficiency in spoken and written Finnish is meriting
Other Nordic languages are meriting
Intermediate Spanish is highly advantageous for the administration related to people management however its not a requirement
Additional Information
This is a full-time position (40 hours/week) based in Barcelona, Spain and includes varying working hours during daytime, evening, and weekends. You will report to the Operations Manager in Sweden.
If you feel your experience, skills and ambitions are right for this role, please apply with your CV and personal letter in English as soon as possible but latest by September 4rd, 2023. If you have any questions about the role, please contact Tarja Joelson, , if you have any questions about the process, please contact Hana Takahashi, . We review applications on a rolling basis and the role may be filled prior to the last application date, please do not wait with your application.
Benefits
As an H&M employee in Spain, some of the perks you can have are:
Discounts on H&M Group fashion and other trendy products
Hybrid Flex Work setup (working from home and from the office)
Excellent kitchen facilities and free coffee/hot drinks/water/organic fruit and other treats
Day off on your birthday and still have the day paid for! You also receive a special discount of 50% off any H&M item
International working environment, great colleagues, celebrations and fun events
Referral Program: Bring a Friend and get a Referral fee
Training and development that supports your professional development
Employee benefits program where you will find discounts at hotels, activities, gyms and more
HIP incentive program benefit after 5 years in the company
An office located in the heart of Barcelona with a multicultural work environment
H&M Group is committed to creating a Diverse & Inclusive environment and we are actively looking for qualified candidates irrespective of race, gender, gender identity, sexual orientation, ethnicity, religion, national origin, disability, or age.
Thank you!
H&M
Fecha de publicación: 30/08/2023
