German CX Team Lead: Elevate Customer Experience

Vintage.com; Gelderland; On-site; EUR 48,000 - 68,000; Full time

Job summary

Vintage.com, based near Arnhem, is seeking a Customer Experience Team Leader to guide a team of advisers across inbound, outbound and digital channels, delivering consistent, high-quality service and shaping the day-to-day customer journey. You’ll plan rotas, coach for performance, manage escalations, and partner with Operations to drive improvements across Europe as the business grows.

No formal qualifications required beyond leadership experience; strong data insight and a collaborative

Qualifications

• At least one year of leadership experience in a contact centre or similar environment.
• Proven track record of delivering high-quality customer service and resolving escalations.
• Strong ability to plan rotas and workload across multiple channels.
• Data-driven mindset with ability to turn insight into action.

Responsibilities

• Lead, coach and mentor a team of Customer Experience advisors to deliver excellent service.
• Own escalated calls and complex complaints, resolving them at first point of contact when possible.
• Plan team rotas, workloads and coverage across inbound, outbound and digital channels.
• Use data and quality insight to improve individual and team performance and customer outcomes.

Skills

Leadership

Coaching

Customer service

Performance management

Data analysis

Tools

CRM systems

Job description

Vintage.com, based near Arnhem, is seeking a Customer Experience Team Leader to guide a team of advisers across inbound, outbound and digital channels, delivering consistent, high-quality service and shaping the day-to-day customer journey. You’ll plan rotas, coach for performance, manage escalations, and partner with Operations to drive improvements across Europe as the business grows.

No formal qualifications required beyond leadership experience; strong data insight and a collaborative