At a Glance
- Tasks: Lead a dynamic Dutch-speaking team to deliver top-notch customer service across various channels.
- Company: Join a forward-thinking company that values customer experience and team collaboration.
- Benefits: Competitive salary, career development opportunities, and a supportive work environment.
- Other info: Exciting opportunity for growth in a vibrant and engaging workplace.
- Why this job: Make a real impact by coaching a diverse team and enhancing customer satisfaction.
- Qualifications: Fluency in Dutch and at least 1 year of 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
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:
- 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 Morley 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. As a Dutch Cx Team Lead in our Morley office, you will benefit from competitive compensation, professional development opportunities, and a supportive environment that encourages team engagement and personal growth. Join us to lead a dynamic multilingual team and make a meaningful impact on customer experiences while enjoying the unique advantages of working in a thriving location.
StudySmarter Expert Advice🤫
We think this is how you could land Dutch Cx Team Lead in Morley
✨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. Be ready to share examples of how you've successfully coached and motivated a team in the past.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider tips and might even lead to a referral, which can boost your chances of landing the job.
✨Tip Number 4
Don’t forget to 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 Morley
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 also appreciate brevity. Make every word count!
Highlight Relevant Experience:Make sure to showcase your leadership experience and customer service skills. Give us examples of how you've 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’s super easy – just follow the prompts!
How to prepare for a job interview at Vintage Cash Cow
✨Know Your Customer Experience
Before the interview, dive deep into the company's customer experience philosophy. Understand their tone of voice and how they handle customer interactions across different channels. This will help you align your answers with their expectations and demonstrate your commitment to delivering exceptional service.
✨Showcase Your Leadership Skills
Be prepared to discuss your previous leadership experiences. Think of specific examples where you've successfully coached or developed a team. Highlight how you managed performance and resolved escalated queries, as this is crucial for the Dutch Cx Team Lead role.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle complex customer interactions. Practice responding to hypothetical scenarios where you need to resolve complaints or improve team performance. This will show your analytical thinking and customer-centric approach.
✨Emphasise Continuous Improvement
Discuss your ideas on how to drive continuous improvement within a team. Share any past experiences where you've identified inefficiencies and implemented changes that led to better outcomes. This aligns perfectly with the role's focus on fostering a high-performing team culture.
