At a Glance
- Tasks: Lead a dynamic team of Dutch-speaking support agents to deliver exceptional customer service.
- Company: Join a vibrant company focused on customer satisfaction and team development.
- Benefits: Competitive salary, career growth opportunities, and a supportive work environment.
- Other info: Embrace a culture of continuous improvement and team engagement.
- Why this job: Make a real impact by coaching a diverse team and enhancing customer experiences.
- Qualifications: Fluency in Dutch and at least 1 year of leadership experience required.
The predicted salary is between 35000 - 45000 £ per year.
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.
- Lead a multilingual 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 Leeds employer: Vintage Cash Cow
As a leading employer in the customer service sector, we pride ourselves on fostering a dynamic and inclusive work culture that prioritises employee growth and development. Our Dutch Cx Team Lead role offers the opportunity to lead a multilingual team in a vibrant location, with access to comprehensive training programmes, competitive benefits, and a strong emphasis on work-life balance, ensuring that our employees thrive both personally and professionally.
StudySmarter Expert Advice🤫
We think this is how you could land Dutch Cx Team Lead in Leeds
✨Tip Number 1
Get to know the company culture before your interview. Check out our website and social media to see how we communicate and what values we uphold. This will help you connect with us during the interview and show that you're a great fit for the team.
✨Tip Number 2
Practice your leadership skills! Think of examples where you've successfully led a team or resolved conflicts. We love hearing about real experiences, so be ready to share how you’ve motivated others and handled tough situations.
✨Tip Number 3
Prepare some questions for us! Asking insightful questions shows your interest in the role and helps you understand if we're the right match for you. It’s a two-way street, after all!
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in leaving a positive impression. It shows you’re enthusiastic about the opportunity and appreciate the time we took to meet with you.
We think you need these skills to ace Dutch Cx Team Lead in Leeds
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 tone of voice we use. This shows us that you’re not just another applicant but someone who genuinely gets what we're about.
Showcase Your Leadership Skills:As a Team Leader, we want to see how you’ve led teams in the past. Use specific examples in your application to highlight your experience in coaching, mentoring, and managing performance. This will help us envision you in the role and how you can contribute to our team.
Be Clear and Concise:When writing your application, clarity is key! Make sure your points are easy to read and straight to the point. Avoid jargon unless it’s relevant, and keep your sentences short. We appreciate a well-structured application that gets to the heart of your experience and skills.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about us and what we do!
How to prepare for a job interview at Vintage Cash Cow
✨Know Your Stuff
Before the interview, make sure you’re familiar with the company’s customer service processes and tone of voice. Research their values and how they approach customer interactions. This will help you align your answers with what they’re looking for.
✨Showcase Your Leadership Skills
Be ready to discuss your previous leadership experience. Think of specific examples where you’ve successfully coached or mentored team members. Highlight how you’ve resolved escalated queries and improved team performance in past roles.
✨Demonstrate Your Customer Focus
Prepare to share instances where you’ve gone above and beyond for customers. Discuss how you handle complaints and ensure customer satisfaction. This is crucial for a role that involves leading a team focused on exceptional service.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, KPIs they focus on, or how they measure success. This shows your genuine interest in the role and helps you understand if it’s the right fit for you.
