French CX Team Lead: Elevate Customer Experience

Jobtailor; Duiven; On-site; EUR 42,000 - 60,000; Full time

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

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.