Polish Speaking Customer Service Team Leader
Location: Nottingham – Hybrid
Salary: £32,000
Contract: Permanent, Full-Time
Working Pattern: 2 days office / 3 days working from home
We are seeking a dedicated Polish Speaking Customer Service Team Leader to join a well-established international business in Nottingham. This hands-on leadership role involves managing a dynamic Customer Service team responsible for key customer accounts and order management. You will play a crucial role in developing the team, maintaining exceptional service levels, and identifying opportunities to enhance processes and the overall customer experience.
The Role
Your responsibilities will include:
- Managing the day-to-day activities of the Customer Service team
- Coaching, mentoring, and developing team members
- Managing performance and ensuring departmental KPIs and service levels are met
- Overseeing order book management, ensuring orders are processed, shipped, and invoiced accurately
- Building strong relationships with key customer accounts
- Handling escalated customer queries and resolving complex issues
- Collaborating closely with Sales, Credit Control, Logistics, and other internal teams
- Monitoring team performance and producing regular reports
- Establishing and managing SLAs and performance metrics
- Overseeing training and onboarding processes for new team members
- Identifying and implementing improvements to customer service processes
- Maintaining high levels of team engagement and performance
About You
The ideal candidate will possess the following:
- Fluent Polish and English, both written and spoken
- A minimum of two years' experience managing or leading a Customer Service or Customer Experience team
- Strong people management, coaching, and development skills
- Experience managing KPIs, SLAs, and team performance
- Excellent customer relationship management abilities
- Confidence in handling customer escalations and resolving problems
- Strong communication, influencing, and negotiation skills
- Highly organized and comfortable managing competing priorities
- Proficient in Microsoft Office, particularly Excel
- Experience in a B2B, retail, wholesale, or similar fast-paced environment is advantageous
- Able to thrive in an international organization
- Skilled in identifying and implementing process improvements
What's on Offer
- Hybrid working for a better work-life balance
- Employee discounts
- Development and progression opportunities
- An inclusive, international working environment
- Benefits associated with a well-established global organization
This is a fantastic opportunity for a fluent Polish speaker with Customer Service leadership experience to take ownership of a team within an international business. If interested, please apply online using the form below. Please note, only applications matching the job profile will be considered.
Work location, Switzerland