Polish Speaking Customer Service Team Leader

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 recruiting for a Polish Speaking Customer Service Team Leader to join an established international business in Nottingham.

This is a hands-on leadership position managing a Customer Service team responsible for key customer accounts and order management. You'll be responsible for developing the team, maintaining excellent service levels and identifying opportunities to improve processes and the overall customer experience.

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 achieved
• 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
• Working 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 the training and onboarding of new team members
• Identifying and implementing improvements to customer service processes
• Maintaining high levels of team engagement and performance

• Fluent Polish and English, both written and spoken
• Previous 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 skills
• Confident handling customer escalations and resolving problems
• Strong communication, influencing and negotiation skills
• Highly organised and comfortable managing competing priorities
• Good Microsoft Office skills, particularly Excel
• Experience with in a B2B, retail, wholesale or similarly fast-paced environment would be advantageous
• Comfortable working within an international organisation
• Able to identify and implement improvements to processes and procedures

• Hybrid working = good work life balance
• Employee discounts
• Development and progression opportunities
• Inclusive, international working environment
• Benefits associated with an established global organisation

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.