Engagement Centre Staff Coordinator with German

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!

BAT POLAND IS LOOKING FOR AN ENGAGEMENT CENTER STAFF COORDINATOR

SENIORITY LEVEL: Experienced Professional

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 environment

ROLE POSITIONING AND OBJECTIVES

Become a vital part of our Engagement Centre team at British American Tobacco and play a pivotal role in delivering exceptional experiences to our customers. Explore exciting opportunities to grow both personally and professionally.
We're waiting for you to apply so you can discover how you can be part of a team that thrives on meaningful engagement and customer satisfaction. Seize the opportunity to shape the future of customer interactions with BAT's Engagement Centre!

WHAT YOU WILL BE ACCOUNTABLE FOR

• Planning and Staffing Excellence: You will be responsible for planning and staffing according to Key Performance Indicators (KPI's), ensuring the supervision of Service Level Agreement (SLA) in all operational lines of business. Your role involves anticipating business requirements and developing effective action plans as part of a continuous improvement process.
• Training Coordination: You play a vital role in ensuring that all trainings are up-to-date and delivered in an effective and world-class manner. This includes upholding training quality and relevance by identifying new needs and obtaining continuous feedback against operational effectiveness metrics.
• Timely Reporting and Business Contingency: As the Staff Coordinator, you are responsible for providing the management team with all necessary reports in a timely manner. Additionally, you ensure the Business Contingency Process is always updated.

ESSENTIAL EXPERIENCE, SKILLS AND KNOWLEDGE

• Proficient in German language.
• Inbound and Outbound Consumer & Customer service level experience
• Ability to work in a fast-paced environment with changing priorities
• Technical Skills to assist Consumer & Customer's
• Ability to Sell with Script-Led Activities and Inbound Issue Resolution
• Excellent Communication Skills to guide Retail Partners through complex programs

BENEFICIAL

• Familiarity with CRM systems and practices eg. Salesforce, Genesys.
• Experience or knowledge is SAP or a similar system.

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-RN1