German CX Team Lead

Vintage.com; Arnhem; On-site; EUR 50,000 - 70,000; Full time

Job summary

Vintage.com in the Netherlands is seeking a Customer Experience Team Leader to inspire and guide a team of advisors across inbound, outbound and digital channels. You will drive performance, wellbeing and development while delivering consistently brilliant service.

You’ll set clear expectations, coach on performance, and work with Operations to improve customer outcomes as Vintage.com grows across Europe. A hands-on leadership role with rota planning and data-driven decisions.

Qualifications

• At least one year’s experience as a Team Leader or Manager in a contact centre environment.
• Strong leadership and coaching skills with ability to develop others.
• Proven track record of delivering excellent customer service and resolving escalated complaints.
• Experience with service levels, performance metrics and quality standards.
• Confidence planning rotas, workloads and multi-channel coverage.
• Data-led approach with attention to detail.
• Familiarity with people policies and fair performance management.
• Ability to learn new applications quickly.
• Collaborative and resilient, leading by example.

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.
• Manage performance fairly and consistently.
• Set expectations for brilliant service across all channels.
• Handle escalated calls and complex complaints.
• Plan rotas and workloads across inbound, outbound and digital workstreams.
• Monitor service levels and quality results, acting early when needed.
• Partner with Head of Customer Experience and Operations on priorities.

Skills

People leadership

Coaching development

Customer service

Performance management

Rotas planning

Data insights

CRM systems

Cross-functional collaboration

Tools

CRM systems

Job description

Vintage.com in the Netherlands is seeking a Customer Experience Team Leader to inspire and guide a team of advisors across inbound, outbound and digital channels. You will drive performance, wellbeing and development while delivering consistently brilliant service.

You’ll set clear expectations, coach on performance, and work with Operations to improve customer outcomes as Vintage.com grows across Europe. A hands-on leadership role with rota planning and data-driven decisions.