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Customer Service Team Leader

Wrocław Permanent PLN132.000 - PLN168.000 per year View Job Description
This is an opportunity to join a globally recognised brand as a Team Leader in a newly established Customer Service GBS in Wrocław, with real influence over processes, standards, and team development across EU and UK B2C markets. The role combines people leadership with hands-on operational responsibility.

Updated on 14/05/2026

  • Leadership role in a new Customer Service GBS setting standards across EU & UK.
  • Operational Team Leader role: people management, QA, workflow.

About Our Client

The employer is a globally recognised consumer-oriented business behind some of the most engaging experiences enjoyed by customers of all ages around the world. The organisation is building a new Global Business Services (GBS) hub in Wrocław, designed to become a strategic backbone for global operations.

Job Description

  • Lead and supervise a team of Customer Service Specialists supporting B2C customers across EU and UK markets.
  • Manage daily workflows and real-time queues to ensure service level agreements (SLAs) are met across email and chat channels.
  • Coach, develop, and support team members through regular feedback, training, and performance discussions.
  • Own, maintain, and continuously improve the internal Knowledge Base and standard operating procedures (SOPs).
  • Collaborate closely with the Global Consumer Service Manager and other internal stakeholders to share insights and support continuous improvement initiatives.

The Successful Applicant

A successful Customer Service Team Leader should have:

  • Very good command of English (C1 level or higher) - required for daily communication and documentation (another European language would be an advantage, but is not required).
  • Previous experience in a Team Leader, Supervisor, or senior operational role within Customer Service or Customer Support (B2C / direct-to-consumer environment preferred).
  • Strong operational mindset with hands-on experience in workflow management, SLA tracking, and quality control.
  • Proven ability to coach and develop team members in an operational customer-facing environment.
  • Comfort working in a dynamic, evolving environment such as a newly established shared service centre.

What's on Offer

  • Hybrid working model.
  • New, modern offices located in the city centre of Wroclaw.
  • Opportunity to co-create a key functional area in a brand-new GBS structure.
  • High-impact role with regional and global exposure.



Contact
Paulina Kadysz
Quote job ref
JN-052026-7015495

Job summary

Sector
Customer Service
Sub Sector
Supervisors/Team leaders
Industry
Business Services
Location
Wrocław
Typ umowy
Permanent
Consultant name
Paulina Kadysz
Job Reference
JN-052026-7015495