Customer Service Team Leader - Polish Speaking

Advancing People • Permanent • Remote (Nottingham, Nottingham, England, United Kingdom) • £32k / year • 1d ago

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.

If you are a fluent Polish speaker, with the ability to commute to Nottingham - APPLY NOW for a swift interview!!!

Advancing People Multilingual - The Recruitment Specialist

Advancing People Multilingual Ltd is an Equal Opportunities Employer and acts as both an Employment Business and Employment Agency.

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