Customer Service Team Leader with German (B2C)

BAT is evolving at pace - truly like no other organisation.

To achieve the ambition, we have set for ourselves, we are looking for colleagues who are ready to live our ethos every day. Come be a part of this journey!

SENIORITY LEVEL: Non-management

FUNCTION: Marketing

LOCATION: Warsaw, Poland

TYPE OF CONTRACT: Permanent

                BENEFITS

• Private Medical Subscription and Life Insurance
• Fitness, Wellness and Mental Health benefits
• Learning & Development programs
• Hybrid work

ROLE POSITIONING AND OBJECTIVES

Become a vital part of our Customer Service Team whitin our newly set up Engagement Centre at British American Tobacco and play a pivotal role in delivering exceptional experiences to our consumers. Explore exciting opportunities to grow both personally and professionally!

If your heart beats with your customers, you have tracked a good record whitin front desk, support, hospitality or booking and you feel comfortable leading the team, this role may be a great next step for you to achieve unique learning connected with setting up new team, helping with transition of the processes from abroad and setting quality benchmark.

Seize the opportunity to shape the future of customer interactions with BAT's Engagement Centre!

WHAT YOU WILL BE ACCOUNTABLE FOR

• Overseeing, running, and managing the daily operations of B2C (Business to Consumer) Service Desk for DACH region by setting and implementing recognised best practices, team coaching, and enabling hitting critical KPIs.
• Building in-depth engagement between BAT and our consumers, ensuring customer experience is in the heart of the operations..
• Handling complexity and escalations from clients and customers while acting as a first point of contact for the desk.
• Working closely with B2B Desk and Engagement Centre support team to optimise operations, introduce improvement, enhance team's learning.
• Supporting team growth and removing obstacles alongside conflict resolution.
• You will also have a good understanding of all organization products, services, procedures and guidelines and communicate them to the team members.

ESSENTIAL EXPERIENCE, SKILLS AND KNOWLEDGE

• Proficiency in German and an advanced level of English is a gateway.
• Previous experience in a team manager role (supervisor, team leader or similar), ideally supporting DACH region.
• Hands-on knowledge "how to" effectively lead a service desk, including target setting & executing, CRM usage, ensuring Customer Experience is at the heart of it.
• Demonstrated stakeholder engagement, conflict resolution & proven organizational skills..

WE ARE BAT

At BAT we are committed to our Purpose of creating A Better Tomorrow. This is what drives our people and our passion for innovation. See what is possible for you at BAT.

• Global Top Employer with 53,000 BAT people across more than 180 markets.
• Brands sold in over 200 markets, made in 44 factories in 42 countries.
• Newly established Tech Hubs building world-class capabilities for innovation in 4 strategic locations.
• Diversity leader in the Financial Times and International Women’s Day Best Practice winner.
• Seal Award winner – one of 50 most sustainable companies.

BELONGING, ACHIEVING, TOGETHER

Collaboration, diversity and teamwork underpin everything we do here at BAT. We know that collaborating with colleagues from different backgrounds is what makes us stronger and best prepared to meet our business goals. Come bring your difference! #LI-AP1