Customer Care Team Leader

About the role

The Customer Care Team Leader will oversee the integrated customer service department for Macmillan Education in Poland. You will ensure every interaction with schools and teachers is professional, swift and meets company standards while driving continuous improvement.

Key responsibilities

• Supervise and develop the customer service team, planning workloads and motivating staff.
• Plan, schedule and confirm school visits, liaising with secretariats and teachers.
• Manage sample books and complimentary material offers, dispatch orders and fulfilment tracking.
• Organise competition prizes and welcome packs, handling verification and order placement.
• Maintain and update the school and teacher database, ensuring alignment with SIO.
• Oversee the Staffroom.pl platform, verifying teacher entitlements to textbook access.
• Administer the MEE platform, including teacher and interactive whiteboard access codes.
• Process teacher declaration forms and conduct post‑visit and sales follow‑up.
• Monitor service quality using data from Thulium and other systems.
• Support process‑improvement initiatives to boost efficiency and customer satisfaction.

Required profile

• Proven experience managing a customer service team in a fast‑paced environment.
• Ability to recruit, onboard, motivate and coach team members.
• Experience organising workloads, scheduling and ensuring service continuity during peak periods.
• Strong communication and organisational skills with the capacity to handle multiple tasks and deadlines.
• Experience collaborating across departments.

Required skills

• Familiarity with Thulium system.
• Experience using the MEE platform.
• Knowledge of Staffroom.pl.