Finance Supervisor

Digidentity; Den Haag; Hybrid; EUR 52,000 - 76,000; Full time

Benefits offered by this job

Office in The Hague

Catered lunches

Fixed in-office days

Open culture

Learning opportunities

Strong benefits

Job summary

Digidentity in The Hague is seeking a Service Desk Supervisor who combines coaching with daily leadership to deliver a consistent, high-quality customer experience.

You'll coordinate activities, monitor performance and run AI-assisted quality reviews while guiding a team of service desk specialists, including second-line finance agents, in a hybrid office setting.

Qualifications

• Higher professional education (HBO) or equivalent with at least two years in customer service or Service Desk.
• Experience coordinating, coaching, or supervising colleagues is preferred.
• Strong leadership, organisational, and problem-solving skills.
• Fluent Dutch and English with a high sense of integrity and accountability.

Responsibilities

• Lead daily Service Desk activities, allocate work, set priorities and ensure adequate coverage.
• Monitor queues, workloads and service levels to keep requests accurate and timely.
• Act as senior contact for unresolved incidents, escalations and complaints.
• Review interactions with AI quality tools; discuss findings and coaching needs.
• Support recruitment, onboarding, training, and performance development.
• Maintain procedures and report on service levels, quality and workload trends.
• Supervise second-line finance agents and coordinate task escalation.
• Ensure policy compliance and raise fraud, privacy and security risks when needed.

Skills

Leadership

Coaching

Team coordination

Dutch & English

Education

Higher professional education (HBO)

Job description

Are you customer-focused, highly organised, and ready to lead a team? As Service Desk Supervisor, you combine daily coaching and coordination with safeguarding the customer experience. You ensure customer requests are handled correctly and on time, support the development of team members, and monitor the team’s quality and performance.

Fulltime / Parttime (40 - 32 hours) · The Hague, Netherlands

What Does Your Role Look Like?

As Supervisor, you provide day-to-day leadership to a team of Service Desk representatives. You are responsible for delivering a consistent, high-quality customer experience, managing workloads effectively, and supporting the performance and development of your team.

You coordinate daily activities, monitor queues and service levels, and ensure customer requests are handled accurately and on time. Using approved AI-assisted quality tools, you monitor customer interactions, review the findings, and discuss strengths and areas for improvement with team members.

You act as the senior operational point of contact for complex customer questions, unresolved incidents, escalations, and complaints. You work closely with the Client Service Manager and other teams to resolve issues, maintain sufficient operational coverage, and continuously improve service quality.

A part of the role involves supervising specialised second-line agents who handle complex finance-related tasks. You should understand their work well enough to set priorities, monitor quality, and elevate issues. The specialists remain responsible for carrying out the detailed financial activities.

In this role, you will handle sensitive information. You are expected to comply with Digidentity’s policies and procedures relating to information security, privacy, and data protection. A strong commitment to customer service, confidentiality, security, accuracy, and quality is essential.

Key Responsibilities

Lead the daily activities of the Service Desk, allocate work, set priorities, and ensure sufficient coverage.

Monitor queues, workloads, service levels, and team performance to ensure customer requests are handled accurately and on time.

Act as the senior point of contact for unresolved incidents, complex questions, escalations, and complaints.

Monitor team interactions using approved AI-assisted quality tools and discuss findings, coaching needs, and improvement actions with team members.

Support recruitment, onboarding, training, performance reviews, and the ongoing development of the team.

Maintain clear procedures and report on service levels, quality, workloads, and recurring opportunities for improvement.

Supervise a small group of specialised second-line finance agents and coordinate the appropriate allocation and escalation of financial tasks.

Ensure compliance with company policies and elevate fraud, data protection, security, and other significant operational risks.

What Do You Bring?

Higher professional education (HBO) level or equivalent professional experience, with at least two years of relevant customer service or Service Desk experience.

Previous experience coordinating, coaching, or supervising colleagues is preferred.

Strong leadership, organisational, and problem-solving skills.

Customer-focused and able to handle complex questions, escalations, and complaints professionally.

Experience with workload allocation, service levels, quality monitoring, and operational reporting.

Strong digital skills and sufficient understanding of financial processes to recognise when escalation is required.

Excellent command of Dutch and English, with a strong sense of integrity, confidentiality, and accountability.

What We Offer

• A modern office in The Hague, easily accessible by public transport, with travel expenses reimbursed
• Catered office lunches and a continuous supply of coffee, tea, soft drinks, snacks, and fresh fruit
• Three fixed office days per week, with the flexibility to work from home on the remaining days
• An open and inclusive culture where you can be yourself and your ideas are valued
• Plenty of opportunities to learn and grow—we invest in developing your skills
• Excellent primary and secondary employment benefits to support you in your role

We handle the recruitment and selection for this vacancy ourselves. Thank you, intermediaries.