Dutch Cx Team Lead
$42,000–$47,500 year
On-site · Leeds, England, United Kingdom
Job Summary
Lead, motivate, and coach a multilingual Dutch- and Italian-speaking support team to deliver exceptional customer service across all channels. Own team performance, SLAs, KPIs, scheduling, and workstreams; handle escalated interactions with empathy; recruit onboarding and develop team members; collaborate with internal teams to ensure smooth handovers and continuous process improvements. Maintain a high-performing team culture focused on quality, customer satisfaction, and operational excellence, while driving improvements in workflows and training to meet or exceed KPIs.
Required Qualifications
- Minimum 1 year of leadership experience in a customer-facing or support environment
- Fluency in Dutch (written and spoken)
- Strong customer service focus and ability to manage escalated complaints
- Proven ability to coach, mentor, and develop diverse teams
- Knowledge of HR policies and procedures
- Data-driven, with excellent attention to detail
- Resilient, adaptable, and positive attitude
- Strong technology and system skills
- Ability to consistently meet KPIs, objectives, and SLAs
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