EU CX Team Lead: Elevate Customer Experience

Vintage.com; Duiven; On-site; EUR 43,000 - 50,000; Full time

Job summary

Vintage.com is seeking a Customer Experience Team Leader to guide a team of advisors across Europe from our hub near Arnhem. You’ll manage performance, coaching, rotas and workload planning while driving exceptional customer outcomes.

You’ll create a constructive team culture, support wellbeing and foster development, partnering with Operations to scale as Vintage.com grows across Europe.

Qualifications

• At least one year’s experience as a Team Leader or Manager in a contact centre environment.
• Strong leadership skills with coaching, mentoring and developing others.
• Proven track record of delivering excellent customer service and resolving escalated complaints.
• Experience with service levels, performance measures, quality standards and team objectives.
• Confidence planning rotas, workloads and coverage across multiple channels.
• A data-led approach with attention to detail and turning insight into action.
• Knowledge of people policies, procedures and fair performance management.
• Strong systems confidence and ability to learn new applications quickly.
• Resilient, adaptable and collaborative leadership style.
• Experience in a sales contact centre with high-value targets.
• Experience across inbound and outbound contact centre environments.
• Experience using CRM systems to manage customer interactions.
• Experience working alongside warehouse operations or handling physical products.

Responsibilities

• Lead, coach and mentor a team of Customer Experience advisors to deliver excellent service.
• Hold regular one-to-ones, team meetings and coaching sessions supporting performance and career development.
• Build engagement and wellbeing through visible leadership and consistent recognition.
• Manage performance fairly and in line with company policies.
• Plan rotas, workloads and coverage across inbound, outbound and digital workstreams.
• Set clear expectations for brilliant service across every channel.
• Take ownership of escalated calls and complex complaints, resolving at first point of contact where possible.
• Work with Operations and other teams to remove blockers and deliver joined-up outcomes.
• Monitor service levels and quality results, acting early when standards slip.
• Share customer and performance insight with Operations and warehouse teams to drive improvements.
• Recruit and onboard new team members, supporting changes and new ways of working.

Skills

Leadership

Coaching

Customer service

Performance management

Data-driven

CRM systems

Rotas planning

Multichannel support

Team collaboration

Contact centre experience

Process improvement

Stakeholder engagement

Operations liaison

Tools

CRM systems

Job description

Vintage.com is seeking a Customer Experience Team Leader to guide a team of advisors across Europe from our hub near Arnhem. You’ll manage performance, coaching, rotas and workload planning while driving exceptional customer outcomes.

You’ll create a constructive team culture, support wellbeing and foster development, partnering with Operations to scale as Vintage.com grows across Europe.