Dutch Cx Team Lead

Department: Customer Experience

Location: Trimble Offices, Morley

Compensation: £33,600 - £38,000 / year

As a Team Leader – Dutch Speaking, you will lead and develop a team of support agents, ensuring excellent customer experiences across multiple channels including phone, email, WhatsApp, webchat, and social media. You will manage team performance, coach colleagues, resolve escalated queries, monitor KPIs, and drive continuous improvement while fostering a high-performing and positive team environment.

Key Responsibilities

• Lead a multi‑lingual team (Italian and Dutch speaking) to deliver exceptional customer service across all channels.
• Gain confidence leading a team and handling escalated customer interactions.
• Independently manage team performance, SLAs, KPIs, and adherence to policies.
• Resolve escalated queries and complaints fairly, efficiently, and with empathy.
• Coach and mentor team members to achieve high‑quality service, KPIs, and continuous improvement.
• Build trust with colleagues and customers through clear, timely, and accurate communication.
• Develop, support, and recruit new team members, overseeing onboarding and training.
• Manage scheduling, workloads, and team workstreams to meet delivery targets.
• Collaborate with internal stakeholders and teams to ensure smooth handovers and alignment in customer support.
• Promote team engagement, wellbeing, and a high‑performing, motivated culture.
• Continuously identify and implement improvements in workflows, training, and customer service processes.
• Take ownership of team performance, KPIs, and overall service outcomes.

Qualifications

• Fluency in Dutch (written and spoken).
• Minimum 1 year of leadership experience in a customer‑facing or support environment.
• Strong customer service focus and ability to manage escalated complaints.
• Proven ability to coach, mentor, and develop diverse teams.
• Knowledge of HR policies and procedures.
• Data‑driven mindset with excellent attention to detail.
• Resilient, adaptable, and positive attitude.
• Strong technology and system skills.
• Ability to consistently meet KPIs, objectives, and SLAs.

Desirable Skills & Experience

• Experience in sales‑driven support teams with high‑value targets.
• Familiarity with CRM systems.
• Experience managing inbound and outbound operations.

At Vintage Trading Limited, we’re committed to creating an inclusive environment where everyone feels heard, respected, and able to bring their authentic self to work. We believe that diversity fuels innovation, creativity, and success. We welcome applicants from all backgrounds, perspectives, and experiences, and we work hard to ensure equitable opportunities for all. If you're excited about this role but don’t meet every requirement, we still encourage you to apply – your unique skills and experiences might be exactly what we need now or in the future. If you need any adjustments or accommodations during the hiring process, just let us know and we’ll do our best to support you. Your personal data will be handled in accordance with our Privacy Notice.