EU CX Team Lead: Elevate Service & Team Performance

Vintage.com; De Eng; 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 delivering excellent service across inbound, outbound and digital channels. You will plan rotas, coach staff, and ensure performance metrics are met while fostering a supportive, inclusive culture near Arnhem.

You’ll work closely with Operations to improve customer outcomes and drive continuous improvements across Europe as Vintage.com grows. Prior experience in a contact centre is essential.

Qualifications

• At least one year’s experience as a Team Leader or Manager in a contact centre environment.
• Strong leadership skills and experience coaching, mentoring and developing others.
• A track record of delivering excellent customer service and resolving escalated complaints.
• Experience working with service levels, performance measures, quality standards and team objectives.
• Confidence planning rotas, workloads and coverage across multiple customer channels.
• A data-led approach, with strong attention to detail and the ability to turn insight into action.
• Strong systems confidence and the ability to learn new applications quickly.
• A resilient, adaptable and collaborative approach, leading positively by example.

Responsibilities

• Team leadership and development: Lead, coach and mentor a team of Customer Experience advisors to deliver excellent service.
• Customer and escalation management: Set clear expectations for brilliant, consistent customer service across every channel and take ownership of escalated cases.
• Operational performance: Plan team rotas, monitor service levels and use data to drive improvements.
• Growth and continuous improvement: Recruit and onboard new team members and promote better processes across functions.

Skills

Leadership

Coaching

Customer service

Performance management

Rotas planning

CRM systems

Data-driven

Tools

CRM systems

Job description

Vintage.com is seeking a Customer Experience Team Leader to guide a team of advisors delivering excellent service across inbound, outbound and digital channels. You will plan rotas, coach staff, and ensure performance metrics are met while fostering a supportive, inclusive culture near Arnhem.

You’ll work closely with Operations to improve customer outcomes and drive continuous improvements across Europe as Vintage.com grows. Prior experience in a contact centre is essential.