Oferta pracy

Customer Service Team Leader with German

Capita (Polska) Sp. z o.o.

  • Kraków

    Kraków, Lesser Poland
  • offer expired 2 months ago
  • contract of employment
  • full-time
  • manager / supervisor
  • remote recruitment

Your responsibilities

Main Duties:

important individual tasks

• driving the quality and quantity of outputs from all assigned customer advisors

• responsible for ensuring customer advisors develop the required specialist knowledge, communication requirements and process knowledge to deliver the best results.

• control of deployment times (e.g. duty roster, breaks)

• productivity: target achievement regarding operational, project-specific key figures (e.g. sales rate, cancellation rate, contacts per hour / day / week / month, AHT, internal and external monitoring results, etc.)

leadership of the customer advisor

• leading the customer advisors via meetings and follow up sessions on corresponding target agreements regarding the quality and quantity of work and work behaviour.

• performance management and maintaining adherence to required standards, processes, and workflows

• follow-up and control of quality assurance

• conducting employee reviews

project-related tasks

• maintenance of the project documentation and the associated tools

• planning and follow-up (reviews) of training courses for customer advisors

• organisation and implementation of team meetings and briefings

• preparation of required reports and presentations

Our requirements

  • German at a C1-level is a must

  • basic knowledge of English

  • commercial experience of 2 – 3 years

  • ability to both work within and develop a team

  • service-oriented, appreciative, and respectful interaction with customer advisors and leadership

  • good knowledge of MS Office

  • excellent organisational skills

  • very good analytical and critical thinking


  • experience in customer service

  • enjoys working in a multi – cultural and challenging team environment

  • aptitude for work in a fast paced and goal-oriented environment

  • previous Telco sector experience

  • any additional language skills

What we offer

  • A great opportunity to start a career in Human Resources

  • Friendly work atmosphere and positive environment with great work-life balance (a 30-minute lunch break included in the 8-hour working day)

  • Workplace in the city centre at Lubicz 23 – currently full-time home office

  • Access to free in-house English classes, with our dedicated English Trainer

  • Opportunity to become one of the Internal Trainers

  • A multinational environment, with strong ties to UK business culture

  • LuxMed medical healthcareand Generali group insurance

  • Multisport Plus / Classic or MultiKafeteria benefit systems

  • Extra day off for voluntary activities close to your heart

  • Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform

  • Benefits

  • sharing the costs of sports activities

  • private medical care

  • life insurance

  • remote work opportunities

  • fruits

  • integration events

  • no dress code

  • video games at work

  • coffee / tea

  • drinks

  • extra social benefits

  • shopping coupons

  • holiday funds

  • employee referral program

  • charity initiatives

Recruitment stages

Sending your application


Telephone interview with a recruiter


Language check


Online Interview with Hiring Manager


Final decision


Together create better outcomes

Capita (Polska) Sp. z o.o.

Capita Plc are the largest UK management, services, engineering and consultancy employing more than 63,000 staff aligned to providing services to the finance and critical infrastructure sectors and heavily aligned to all levels of government supporting key functions across the UK.

Capita Poland supports clients across a range of sectors including local government, procurement, life and pensions, insurance and learning and development. We operate in two locations – Kraków and Łódź, and both are situated very close to vibrant city centres.

On a daily basis we deal with simple processes like checking data correctness, contacting with clients, trainings coordination, and much more complex processes like closing general ledgers, reporting, financial analysis, claims processing, systems implementation, technical customer support or fleet administration.

We’re an equal opportunity employer, which means we’ll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we’re committed to creating an inclusive environment for all employees.

You’ll be joining a network of 63,000 experienced, innovative and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to do just that. Our purpose is to create a better outcome for you.

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Becoming a Team Leader at Capita:

This is an exciting opportunity to join one of our largest and most successful client teams here in Capita. We partner with one of Europe’s most elite Telecommunication companies and we are proud to work with them to deliver outstanding levels of service to their existing customers.

As our partnership with them continues to develop we are seeking an experience customer focused Team Leader to join our fantastic team here in Poland. Our aim is to provide excellent levels of customer care and satisfaction by successfully handling a variety of unique phone and email enquiries. At the same time, we remain dedicated to promoting other products and exclusive offers in line with customer needs and as part of our client commitment.

In this role, you would have overall team responsibility for all day-to-day activities and outputs. As Team Leader, your role would be to drive the team outputs and productivity while ensuring all goals and objectives are achieved.