French Customer Experience Team Lead

About the role

We are looking for a French‑speaking Customer Experience Team Lead to manage and develop a multilingual support team. You will ensure outstanding service across phone, email, WhatsApp, web‑chat and social media while fostering a high‑performing, positive environment.

Key responsibilities

• Lead and develop a multilingual team of French‑speaking support agents across phone, email, WhatsApp, web‑chat and social media.
• Manage team performance, monitor KPIs, SLAs and ensure adherence to quality and efficiency standards.
• Handle escalated customer queries and complaints, providing fair and empathetic resolutions.
• Oversee scheduling, workload distribution and operational workflows.
• Collaborate with internal stakeholders to ensure seamless handovers and a consistent customer journey.
• Support recruitment, onboarding and continuous development of team members.

Required profile

• Fluency in written and spoken French.
• At least 1 year of leadership experience in a customer‑facing or support environment.
• Strong customer‑service orientation with the ability to manage escalated complaints.
• Data‑driven mindset with excellent attention to detail.
• Resilient, adaptable and positive attitude.

Required skills

What we offer

• Competitive salary £33,600‑£38,000 per year.
• Full‑time permanent role based at Trimble offices in Morley.
• Opportunities for professional growth within a global customer‑experience team.