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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 journey's. 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 KPI’s. 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 KPI’s and the customer experience. **Additionally, your responsibilities will be**: - Analysing your teams KPI’s 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&M’s 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 it’s _**_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. **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 - Thank you_
