Customer Care Team Leader

Job Title: Customer Care Team Leader

Permanent, Full-time

Organisation: Macmillan Education

Location: Warsaw, Poland – Hybrid Working model

Application Deadline: 30th August 2026

About Springer Nature Group

Springer Nature is one of the leading publishers of research in the world. We publish the largest number of journals and books and are a pioneer in open research. Through our leading brands, trusted for more than 180 years, we provide technology-enabled products, platforms and services that help researchers to uncover new ideas and share their discoveries, health professionals to stay at the forefront of medical science, and educators to advance learning. We are proud to be part of progress, working together with the communities we serve to share knowledge and bring greater understanding to the world. For more information, please visit about.springernature.com and @SpringerNature. 

About The Brand and Journal

Macmillan Education provides world-class content in the most relevant, engaging and flexible formats to support students, teachers and institutions in lifelong learning.

Visit macmillaneducation.com and follow @MacmillanEducation / @MacmillanELT

About the Role  

The role is responsible for creating, developing and managing the integrated customer service department. This role is to ensure that every customer contact with Macmillan Polska is professional, fast and compliant with the company's standards. The position includes both day-to-day operational management and initiating process improvements and co-creating customer service strategies.

Role Responsibilities:

• Managing of CS Team including daily supervision, workload planning, motivation, and development.
• Quality, planning, and process‑improvement responsibilities
• Scheduling and confirming school visits in database, including outreach to school secretariats and teachers.
• Managing sample books and complimentary materials: preparing offers, placing dispatch orders, tracking fulfilment.
• Sending competition prizes and welcome packs, including verification, calculations, and order placement.
• Maintaining and updating the database: new schools, teachers, addresses, SIO alignment.
• Daily management of Staffroom.pl: verifying teacher entitlements to textbook access.
• Managing the MEE platform including teacher and IWB access codes.
• Processing teacher declaration forms.
• Post‑visit and sales follow‑up
• Monitoring service quality using data from Thulium and other systems.
• Supporting process improvements to increase efficiency and customer satisfaction.

Experience, Skills & Qualifications:

Essential

• 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 seasons.
• Communication and organisational skills: ability to manage multiple tasks, deadlines, and seasonal priorities.
• Cross‑department collaboration: experience working with Sales, Logistics, Marketing, IT, and Operations.
• Data analysis: ability to interpret service data (e.g., Thulium, CRM systems) and prepare reports.

Desirable

• Experience in educational publishing: understanding of the Polish school market, school visits, and textbook adoption cycles.

At Springer Nature, our mission is to be part of progress – and that begins with inclusion: of people, perspectives, and ideas. We believe that diverse perspectives drive progress, and we are committed to creating an environment where people and ideas can flourish.

If you have any access needs related to disability, neurodivergence or a chronic condition, please contact us so we can make all necessary accommodation.

For more information about career opportunities in Springer Nature please visit https://careers.springernature.com/

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