At a Glance
- Tasks: Lead a dynamic team to deliver top-notch customer service across various channels.
- Company: Join a forward-thinking company that values customer experience and teamwork.
- Benefits: Competitive salary, career growth opportunities, and a supportive work environment.
- Other info: Exciting role with a focus on continuous improvement and team engagement.
- Why this job: Make a real difference by coaching a diverse team and enhancing customer satisfaction.
- Qualifications: Fluent in Dutch with leadership experience in customer support.
The predicted salary is between 33600 - 38000 £ per year.
Department: Customer Experience
Employment Type: Full Time
Location: Trimble Offices, Morley
Compensation: £33,600 - £38,000 / year
Description
About the role: 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.
Getting Started
- Learn our tone of voice, systems, and customer service processes.
- Shadow experienced colleagues to understand customer journeys, workflows, and best practices.
- Gain confidence leading a team and handling escalated customer interactions.
Establishing Your Impact
- Independently manage team performance and operational workflows with professionalism and accuracy.
- Resolve escalated queries fairly and efficiently, setting a high standard for your team.
- Coach and mentor team members to achieve high-quality service and KPIs.
- Build trust with colleagues and customers through clear, timely, and accurate communication.
Driving Excellence
- Take ownership of team performance, KPIs, and service outcomes.
- Continuously identify and implement improvements in workflows, training, and customer service processes.
- Foster a high-performing, engaged, and motivated team culture.
Key Responsibilities
Key Goals & Objectives:
- Lead a multi-lingual team to deliver exceptional customer service across all channels.
- Resolve escalated complaints and complex queries effectively and empathetically.
- Ensure team meets and exceeds KPIs for quality, efficiency, and customer satisfaction.
- Collaborate with internal stakeholders to achieve business objectives and ensure a seamless customer journey.
- Develop, coach, and support team members to reach their full potential.
Key Responsibilities:
- Lead, motivate, and coach a team of Italian and Dutch-speaking support agents.
- Manage team performance, SLAs, KPIs, and adherence to policies.
- Oversee scheduling, workloads, and team workstreams.
- Handle complex or escalated customer interactions efficiently.
- Support recruitment, onboarding, and development of new team members.
- Collaborate with internal teams to ensure smooth handovers and aligned customer support.
- Promote team engagement, wellbeing, and continuous improvement initiatives.
Skills, Knowledge and Expertise
- 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, 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.
Dutch Cx Team Lead in Gildersome employer: Vintage Cash Cow
At Trimble, we pride ourselves on being an exceptional employer, offering a vibrant work culture that values collaboration and continuous improvement. Located in Morley, our offices provide a supportive environment where you can lead a diverse team, develop your leadership skills, and make a meaningful impact on customer experiences. With competitive compensation and opportunities for personal and professional growth, joining us as a Dutch Cx Team Lead means becoming part of a dynamic team dedicated to excellence in customer service.
StudySmarter Expert Advice🤫
We think this is how you could land Dutch Cx Team Lead in Gildersome
✨Tip Number 1
Get to know the company inside out! Research Trimble's values, culture, and customer service approach. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your leadership skills before the interview. Think about how you would handle team performance issues or escalated customer queries. Being able to share real examples will make you stand out as a strong candidate.
✨Tip Number 3
Network with current employees or others in the industry. They can provide insights into the role and the company, plus it’s a great way to get your name out there. Don’t be shy to ask for advice or tips!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re proactive and serious about joining the team.
We think you need these skills to ace Dutch Cx Team Lead in Gildersome
Some tips for your application 🫡
Know Your Audience:Before you start writing, take a moment to understand who we are at StudySmarter. Tailor your application to reflect our values and the specific requirements of the Dutch Cx Team Lead role. Show us that you get what we're about!
Be Clear and Concise:When you're putting together your application, keep it straightforward. Use clear language and avoid jargon. We want to see your personality shine through, but make sure your points are easy to follow and relevant to the job.
Highlight Relevant Experience:Make sure to showcase your leadership experience and customer service skills. Give us examples of how you've successfully managed teams or resolved complex queries in the past. This is your chance to show us why you're the perfect fit for leading our Dutch-speaking team!
Apply Through Our Website:We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows us you’re keen on joining the StudySmarter family!
How to prepare for a job interview at Vintage Cash Cow
✨Know Your Customer Experience Inside Out
Before the interview, dive deep into the company's customer experience philosophy. Familiarise yourself with their tone of voice and customer service processes. This will help you demonstrate your understanding of what makes a great customer experience and how you can lead a team to achieve it.
✨Showcase Your Leadership Skills
Prepare examples from your past experiences where you've successfully led a team or resolved escalated issues. Highlight your coaching and mentoring abilities, as well as how you've driven performance and engagement in previous roles. This will show that you're ready to take on the responsibilities of a Team Leader.
✨Be Data-Driven
Since the role requires a focus on KPIs and performance metrics, come prepared with insights on how you've used data to improve team performance in the past. Discuss specific KPIs you've managed and how you achieved or exceeded them. This will demonstrate your analytical skills and commitment to continuous improvement.
✨Engage with the Interviewers
During the interview, make sure to ask insightful questions about the team dynamics and company culture. This not only shows your interest in the role but also helps you gauge if it's the right fit for you. Engaging with the interviewers can create a positive impression and set you apart from other candidates.
