Group Leader Customer Service (m/f/d)

Guided Tour & Area Control: You take over the strategic and operational management of several functional areas in customer service and complaint management, control work processes, secure quality standards and support department management in key decisions. Personal Management & Team Development: You are responsible for human resources management, short-term management and strategic personnel development, and by motivating leadership You promote the further development and stability of your teams. Customer service & complaint management: You process complex escalation and complaint cases, develop measures to increase service quality and continuously optimize customer relationship management. Process optimization & project management: You analyze existing processes, develop innovative solutions for process optimization and take over the independent management of strategic and fee-relevant projects. Communication & Interface Management: You control cooperation with internal departments, external service providers, call centres as well as urban institutions and ensure efficient cross-disciplinary communication. Technology & Control: You are responsible for the further development of technical communication systems, optimize accessibility models and accompany the strategic further development of the customer service infrastructure. Analysis & Quality Assurance: You monitor and analyze data, check process and system processes, develop quality standards and manage sustainable improvement measures. Advice & technical coordination: You advise internal and external stakeholders on waste management issues, draft opinions on building plan procedures, coordinate complex administrative procedures and support technical and strategic decision-making processes.

Qualification & professional experience: You have a completed bachelor's degree or a comparable qualification with several years of relevant professional experience, ideally in municipal waste management or in customer-oriented service environment. Expertise & Process Understanding: You have a well-founded knowledge of customer service, complaint management, business organization and project management as well as a strong understanding of operational relationships and process control. IT- & System Knowledge: You have experience in dealing with relevant software solutions such as ATHOS, Quick Cash or Telephone Software systems, as well as a good technical understanding in the field of disposal services. Law & Industry Knowledge: You bring deeper knowledge of relevant legal bases and regulations, in particular in the Circular Economics Act, Packaging Act, the Industrial Waste Ordinance and the Waste and Road Cleaning Statute. Operation & Responsibility: You work analytically, structured and solution-oriented, make informed decisions even in complex situations and take responsibility for strategic and operational topics. Social competences: You convince by leadership, communication skills and a sovereign appearance. In addition, you are characterized by team skills, conflict resolution competence, enforcement capability, and a high level of service orientation and empathy.

Varied gastronomic offer: Our canteen offers fresh and varied meals every day, including a rich breakfast service, so that you can start your day more effectively. Relaxing holiday days: Enjoy a 30-day holiday with plenty of time for relaxation and personal activities. Flexible working hours: Take advantage of our flexible working hours in sliding time and the option of working on mobile to optimally arrange work and private life. Health care: Benefit from our free operational health insurance that extends and secures your health care. Pension provision: With our occupational pension you are well equipped for the future and can look calmly into the pension. Attractive discounts: Get exclusive discounts with Corporate Benefits and FutureBens that offer you numerous shopping benefits. Mobility: Use our discounted job ticket or lease a job bike to get to work in an environmentally friendly and cost-effective manner. Fair remuneration: Your fee depends on the TVÖD-E collective agreement, which guarantees you fair and transparent payment. .