It takes a special kind of workplace to make the world’s style more sustainable & fashion more inclusive. A place where unique talents from all over the world come together to form a diverse and dedicated team. A culture of creativity, collaboration & growth. At Customer Service (CS), we welcome you to be yourself & challenge you to grow. Here, you can learn new skills & discover new talents, inspire people to find their style & discover your own career path and re-imagine the future of an entire industry. To help everyone look, feel and do good.

We are offering an opportunity where every day is an adventure, your personal growth & development is just as important as our business & only you set the limits to your career possibilities!​

The role of a TEAM MANAGER comes with lots of responsibilities – and lots of fun! Your main responsibility is to lead, support and develop your Customer Service Agents and coach them in their daily work and tasks. You are part of the Team Manager team and report to the Operations Manager.

You have great interest in developing people and customer service, a clear vision about what great customer service is and how you want to develop this in the future. You are business minded and an outstanding role model who lives up to H&M’s values.

Your main responsibilities include:

• Managing a team of 20-25 Customer Service agents and providing all of them with an effective guidance.
• Working hand in hand with the Training and Quality Coach to ensure your team quality goals and improve customer experience.
• Inspiring and motiving your team toward its collective development and the development of each member.
• Setting a good example and engaging Customer Service agents to achieve their goals.
• Providing your colleagues with constructive feedback and encouraging them to take on challenges.
• Performing team quality checks and report analysis to increase team figures also through coaching.
• Leading team meetings with a passionate and constructive approach.
• Representing H&M in a positive way and acting all the time as a role model for your colleagues.

• +3 years experience as a Team Manager/ Lead (20-25 employees).
• Analytical skills and able to demonstrate experience with KPI'S.
• Having excellent people skills and a coaching and supportive leadership style.
• Able to take fast decisions and leading the team toward goals.
• Being performance improvement oriented and result focused.
• Able to adapt rapidly to the business needs.
• Balancing out business and people interest while having company direction in focus.
• Being proactive and brings idea to the table.
• Able to delegate tasks in an appropriate and useful way.
• High level of English is mandatory both verbal and written communication.

The contract is full-time (40 hours/week) and includes working hours during evenings and weekends. We are looking for someone with flexibility.

H&M is committed to creating a Diverse & Inclusive environment and we are actively looking for qualified candidates irrespective of race, gender identity, sexual orientation, ethnicity, religion, national origin, disability or age. 

We encourage you to be yourself and respect others for who they are. Our diversity makes us strong and creates an inclusive and welcoming workplace where everyone’s individuality is highly valued. When a great mix of people come together and share their knowledge, experience and ideas, we can inspire and attract customers all over the world.

Are you ready to make a difference on your own & never stand alone? Send us your CV and cover letter. Closing date for this vacancy is December 27th, 2023.