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Swedish Customer Support Team Manager

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Swedish Customer Support Team Manager

  • Reference Number:
  • Office:
  • Type of Employment:
    Full time permanent
Location: Gzira, Malta
Reporting to: Customer Support Operations Manager
Department: Customer Support
Hours of work: 40 hr / week
About the role:

At Kindred Customer Support Department we have more than 200 agents working across Malta and Gibraltar who support the customers of our 13 brands in local language creating a custom-made individual service we are proud of. Each team is made up of 10-20 people who work on a key market together forging a close knit harmonious team.

Customer Support Team Manager works with the Swedish team helping agents to provide first class customer support and advice within a contact centre environment. Team Manager will also assist the Customer Support Operations Manager in the smooth running of the department and to manage ad-hoc projects when required.


What will you be doing?

  • Assure a high quality of customer support at all times, given a stipulated time frame and clear KPI’s
  • Monitor and ensure that quality levels are maintained and communicated to all team members
  • Assess the competencies of your team members to identify their strengths and define ways in which they could reach their full potential on the job
  • Frequent one to one meetings with individual team members if/when required
  • Accountable for CSAT score for all markets related to your team
  • Act as a mentor for CSA’s and leading by example
  • To maintain high levels of product knowledge to ensure appropriate guidance is always offered
  • To support administrative tasks within the team
  • Facilitate smooth communication flow between the Head of Customer Service, Customer Service Operations Manager and all other departments
  • Point of contact for CSA in and outside your team in any issue that needs to be escalated beyond 2nd line
  • Conduct quality assessments and quality spot checks
  • Anticipate and evaluate risks in own department; effectively handle obstacles to achieving set targets and goals
  • Support the Recruitment Coordinator by attending interviews and giving feedback on the best suitable candidates for the respective team(s)
  • Reach goals set by the company end of year


How will you be measured?

  • CSAT targets
  • Live contacts and email response time
  • Leadership skills
  • Communication skills
  • Contribution to the Team Managers' group


What have you done?

  • Excellent written and verbal communication skills – e-mail, chat and telephone
  • Excellent team player
  • Sound experience in a Customer Support environment
  • Ability to work towards targets - Target Driven
  • Good organisational skills
  • Well-developed leadership skills
  • Good problem solving skills - Good listener
  • Can work well under pressure
  • Works under minimum supervision
  • Open to giving and receiving constructive feedback
  • Leads by example
  • Business management skills: understand strategy, business functions, manage conflicts
  • 3-4 years previous experience in a similar managerial position 
  • Native Swedish speaker, fluency in English


Application process:

To apply for this role click on the "Apply for this role" button and complete the short web form, please add a covering letter explaining your motivations for applying and your salary expectations.  Our recruitment team will be in touch shortly.

 All applications to be submitted in English.


Learn more

To view the benefits package available please click here

For more information about the recruitment process please click here

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