Team Lead (m/f/d) Customer Service & AI Transformation
As a subsidiary of Helaba, GWH—along with GWH Bauprojekte GmbH, GWH Digital GmbH, GWH WertInvest GmbH, GGM für Gebäude-Management mbH, Systeno GmbH, and GWH WohnWerk GmbH —is one of the major players in the real estate industry. Our core business is providing people with places to live. With our approximately 650 employees, we manage a total of 50,000 apartments for all age groups at fair prices.
To strengthen our team, we are looking for a Team Lead (m/f/d) for Customer Service & AI Transformation to start as soon as possible—someone who enjoys working as part of a team. You can look forward to an open corporate culture at a stable employer, innovative projects, and a work-life balance that will open up entirely new opportunities for your career.
Team Lead (m/f/d) Customer Service & AI Transformation
Kassel | Full-time | Permanent
What you can expect:
- Provides technical leadership for the customer service team and serves as the primary point of contact for technical, procedural, and technological questions
- Actively managing day-to-day operations based on defined priorities and key performance indicators, with a focus on availability, service quality, and customer satisfaction—including occasional involvement in operational tasks
- Further development of Customer Service into a modern, digital, and AI-powered service organization—including technical responsibility for the development, implementation, and operation of the AI-based voicebot solution
- Mapping existing processes to automated dialogue, routing, and processing workflows, as well as designing and maintaining voicebot and chatbot dialogues, knowledge bases, and response logic
- Analysis of relevant service and voicebot metrics, and identification of specific measures to improve the resolution rate, customer journey, and service quality
- Evaluation of new technologies and AI applications in customer service, as well as translating technical requirements into actionable process and solution concepts
- Close collaboration with IT, business units, and technology partners in implementing new solutions, as well as supporting employees during the rollout of AI-powered solutions and fostering acceptance of new ways of working
- Supporting department management on strategic and operational issues
Your background:
- Several years of professional experience in customer service, contact centers, or customer management, ideally in the housing or real estate industry; however, we also welcome candidates from other industries looking to change careers
- Practical experience with the implementation, further development, or support of voicebots, chatbots, conversational AI, or contact center solutions
- Experience with cloud-based contact center platforms
- A solid understanding of how AI-based voicebot solutions work, their potential applications, and their limitations
- A strong affinity for technology and experience in implementing technical requirements in collaboration with IT and implementation partners
- A structured, independent, and solution-oriented approach to work, as well as a strong drive to shape and implement initiatives
- Strong communication skills, leadership abilities, and a passion for engaging employees in change processes
What we offer you:
- Modern working environment: virtual teamwork, state-of-the-art equipment including iPads, mobile working and flexible working hours with a 37-hour week, life-phase-conscious corporate culture with the "audit berufundfamilie" award since 2009.
- Welcome to the team: Independent area of responsibility with creative freedom. Good working atmosphere and great team spirit. Around 85% recommendation rate on kununu.
- Prospects: Individual support through a wide range of further training opportunities and regular training sessions.
- Attractive benefits package: Salary based on collective bargaining agreement, annual profit sharing, vacation and Christmas bonuses, employer-financed company pension plan, 30 days of annual leave plus Christmas Eve and New Year's Eve, Germany-wide rail pass for €25 per month.
- Attractive health and recreational benefits, such as employee events, health days, workplace health management, and support for an EGYM Wellpass membership
- Reimbursement of travel expenses of up to EUR 0.66 per kilometer for business trips by private car.
- We can support you in your search for accommodation.
We work exclusively with contract partners of our choosing when filling positions. Inquiries by phone will not be processed. Applicant profiles sent to us without a specific request will be deleted without being reviewed. External terms and conditions will not be accepted.