Team Leader - Customer Service (Credit Card) - EU Passport Holder (Fluent in German & English)

The Emporium, C De Brocktorff Street, Msida, MSD 1421, Malta
Hours per week
40 hours
Education level
Secondary Education
Here at Novum Bank we are committed to 'Values' that lead to Great Work! Not only will you be joining something exciting, but you will be adding something! Playing a key part in impacting and building an exciting future career, while working in a multi-National challenging business.

Our aim is to deliver best in class 'Customer Service' but at the same time empowering individuals to reach their personal best and thriving while learning new skills. Proactively supporting a collaborative culture, assisting our strong growth and key development where everyone is important. 

Overview of Role:

We are seeking a dedicated and experienced Credit Card Customer Service Team Leader to join our team. The ideal candidate will oversee the day-to-day operations of our customer service team, ensuring exceptional service delivery to our credit card customers. This role requires a proactive leader who can drive team performance, implement best practices, and ensure customer satisfaction. 

As Customer Service Team Leader, you will be the pivotal point of contact for all team members, responsible for motivating, inspiring and supporting your team members, while analysing their performance data, developing, and building new training methods and co-assisting management by improving key procedures and workflows for one of our launched products. 


  • Empowering your individuals in excelling in their targets.
  • Leading and coaching by example and mentoring your team in their roles.
  • Conducting regular performance reviews and quality assessments.
  • Liaising with a variety of other departments and stakeholders. 
  • Working closely in the support of customers, handling calls and written communication.
  • Effectively escalating / handling activity by working closely with management to improve working procedures, strategies, and systems.
  • Most importantly, putting customers at the very heart of everything you do.

Key Responsibilities:

  • Team Leadership: Lead, mentor, and develop a team of customer service representatives, fostering a positive and productive work environment.
  • Performance Management: Monitor and evaluate team performance, providing regular feedback, coaching, and training to ensure high-quality service.
  • Customer Support: Handle escalated customer inquiries and complaints, providing effective resolutions in a timely manner.
  • Process Improvement: Identify opportunities for process improvements and implement changes to enhance service efficiency and customer satisfaction.
  • Reporting: Prepare and present regular reports on team performance, customer feedback, and service metrics to the Customer Service Manager.
  • Training and Development: Conduct training sessions for new hires and ongoing training for existing team members to ensure they are equipped with the necessary skills and knowledge.
  • Compliance: Ensure team adherence to company policies, industry regulations, and quality standards.
  • Collaboration: Work closely with other departments, such as Collections, Fraud Prevention, Risk Management, and IT, to resolve issues and improve the overall customer experience.

Skills & Experience:

  • You love leading a team and serving customers.
  • Written and verbal fluency in both German and English.
  • You’re target driven, competitive, and ambitious.
  • You have excellent time management and organization skills.
  • You thrive in an international environment with many different cultures around you.
  • Proficiency with MS Excel.
  • Living in Malta or immediately available.
  • Previous experience in a similar role is required.
  • Previous experience with credit cards would be a plus.

Excellent Salary + Benefits + Bonus + Relocation

Interested - Apply Today!

We would be delighted to Welcome You, Our Recruitment Team will get back to you Directly.

*Please include a CV with your Application.