Customer Service Team Leader - Polish Speaking

Advancing People; Nottingham; Hybrid; GBP 29,000 - 35,000; Full time

Job summary

Advancing People is seeking a Polish-speaking Customer Service Team Leader for a hybrid role with 2 days in Nottingham and 3 days remote. You will manage the Customer Service team, coach staff, and drive improvements to service procedures to maximise order conversion and KPI attainment.

The role requires fluent Polish and English, strong communication skills, and expertise in MS Excel; you will oversee SLAs, stakeholder relationships, and staff development.

Qualifications

• Experience leading a Customer Service team.
• Fluent in Polish and English.
• Strong MS Excel & Microsoft Office skills.
• Proven track record in meeting SLAs.

Responsibilities

• Manage and drive improvement of customer service procedures and policies.
• Supervise and mentor Customer Service team and develop relationships with key customers.
• Lead continuous improvement initiatives to enhance customer experience and order conversion.
• Establish SLAs and performance metrics with internal and external stakeholders.
• Prepare reports and support strategic reviews.

Skills

Polish

English

Team leadership

Customer service

Excel

Communication

Problem solving

Negotiation

Training

Tools

MS Excel

Job description

Customer Service Team Leader - Polish Speaking

Advancing People Multilingual are now recruiting for a Polish Speaking Customer Service Team Leader on a hybrid basis for a leading International company - 2 days per week in Nottingham.

As a Polish Speaking Customer Service Team Leader you will be managing the activities of the Customer Service team to ensure the highest levels of customer service are attained and sales order book conversion is maximised, while consistently achieving departmental and company KPIs.

The Role:

This person will implement, manage and drive improvement to customer service procedures & policies. They will supervise, coach and mentor members of their Customer Service team and develop strong relationships with key and strategic customers. Within the Customer Service team and cross functionally, they will lead and develop continuous improvement initiatives to enhance the customer experience and sales order book conversion, as well as establishing internal and external Service Level Agreements and appropriate performance metrics.

More Detail:

• Order Book Management: Work with all internal (credit control, sales managers, warehouses etc.) and external stakeholders to ensure the order book is always up to date and accurate, and that orders are shipped and invoiced as soon as possible within the correct timeframes
• Customer Relationship Management: Actively develop good working relationships with Key account contacts to ensure positive ongoing partnerships
• All Aspects of Staff Management: Day to day operational management of the Customer Service Team to ensure the Customer Experience is of the best standard possible. Ensure ongoing high morale, engagement and commitment within the team
• Reporting: Compiles, collates and reviews a wide range of reports and feedback on a regular basis and uses this information as the basis for strategic review of both current statuses and long term improvement

The Person:

• Fluent Polish and English speaker
• Excellent verbal and written communication skills
• Proficient in Microsoft Applications, especially Microsoft Excel
• Ability to multi-task in a fast paced environment
• Excellent problem solving abilities
• Diplomacy and ability to manage conflicts
• Able to direct and motivate a team
• Strong influencing and negotiating skills
• Training, coaching, influencing & people development skills
• Assign and oversee daily Customer Services activities and projects
• Oversee the training of all new hires within the Customer Services team
• Manage Customer queries, issues or escalations with tact, empathy and professionalism
• Ability to appraise Customer Service team and implement and manage Customer Service staff performance plans
• Previous experience in hands on management of a Customer Services team and/or Customer Experience team.
• Experience in developing Customer Service team members
• Experience of managing and delivering to SLAs

This is a permanent offering an annual salary of £32,000 + attractive company benefits and genuine career progression.

Full training and support is provided with this role.

The role offers flexibility to work from home / remote working.

2 days office based in Nottingham City Centre, 3 days remote each week.

Advancing People Multilingual Ltd is an Equal Opportunities Employer