French Customer Experience Team Lead

Jobtailor

Duiven

On-site

EUR 42,000 - 60,000

Full time

3 days ago

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Job summary

Jobtailor in the Netherlands is seeking a capable Customer Experience Team Leader to steer a group of advisors delivering consistently excellent service. You will own day-to-day performance, wellbeing and development, while shaping rotas and workloads across inbound, outbound and digital channels.

You will lead with a data-driven approach, coach for performance, and collaborate with operations and warehouse teams to optimize customer journeys and outcomes.

Qualifications

At least 1 year of experience as a Team Leader or Manager in a contact centre.
Strong leadership, coaching and development skills.
Proven track record of delivering excellent customer service and resolving escalated complaints.
Experience with service levels, performance measures, quality standards, and team objectives.
Confident planning of rotas, workloads and coverage across multiple channels.
A data-led approach with attention to detail; turning insight into action.
Understanding of people policies, procedures and fair performance management.
Strong systems confidence; quick to learn new applications.
Collaborative, adaptable leader; positive by example.
Experience in sales contact centres with high-value targets is helpful.
Experience across inbound and outbound contact centres is helpful.
CRM experience is helpful.
Experience working with warehouse operations or handling physical products is helpful.
French CX leadership experience indicated by the title.

Responsibilities

Lead and motivate a team of Customer Experience advisors to deliver excellent service.
Own day-to-day team performance, wellbeing and development.
Provide structure, coaching, feedback and support; set expectations, recognise good work and address performance concerns fairly.
Plan rotas, workflows, workloads and coverage across inbound, outbound and digital workstreams.
Handle escalated calls and complex complaints, targeting first-contact resolution.
Monitor service levels, performance measures and quality results, acting when standards slip.
Use data and quality insight to improve performance, team behaviours and customer outcomes.
Work with Operations, the warehouse and wider Vintage.com teams to improve customer journeys and outcomes.
Recruit and onboard new team members.
Champion change and help colleagues adopt new ways of working.
Improve processes and workflows to strengthen efficiency, service quality and customer outcomes.
Share customer and performance insight to support business improvement.
Report to the CX Manager.

Skills

Team Leadership

Customer Service

Performance Management

Data-Driven Decision Making

CRM System Proficiency

Tools

CRM Systems

Job description

Lead and motivate a team of Customer Experience advisors to deliver consistently excellent customer service.
Own day-to-day team performance, wellbeing and development.
Provide structure, coaching, feedback and support; set expectations, recognise good work and address performance concerns fairly.
Plan rotas, workflows, workloads and coverage across inbound, outbound and digital workstreams.
Handle escalated calls and complex complaints, targeting first-contact resolution.
Monitor service levels, performance measures and quality results, acting when standards slip.
Use data and quality insight to improve performance, team behaviours and customer outcomes.
Work with Operations, the warehouse and wider Vintage.com teams to improve customer journeys and outcomes.
Recruit and onboard new team members.
Champion change and help colleagues adopt new ways of working.
Improve processes and workflows to strengthen efficiency, service quality and customer outcomes.
Share customer and performance insight to support business improvement.
Report to the CX Manager.

Requirements

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.
A practical understanding of people policies, procedures and fair performance management.
Strong systems confidence and the ability to learn new applications quickly.
A resilient, adaptable and collaborative approach, leading positively by example.
Experience in a sales contact centre with high-value targets is helpful.
Experience across both inbound and outbound contact centre environments is helpful.
Experience using CRM systems to manage customer interactions effectively is helpful.
Experience working alongside warehouse operations or a business handling physical products is helpful.
No specific qualifications are required.
French customer experience leadership experience is indicated by the role title.

Core Competencies

Demonstrates strong leadership and coaching abilities to enhance team performance and customer service outcomes. Utilizes data-driven insights to improve processes and workflows while effectively managing team dynamics in a contact center environment.

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