Dutch Team Leader - Customer Service

Dutch Customer Services – The Netherlands

Purpose of the Role

The Team Manager is a high-quality people leader responsible for fostering a people‑oriented team culture that emphasizes quality, continuous improvement, employee development, and high performance.

Aligned with the organisation's overall strategy and objectives, the Team Manager creates a positive, productive working environment by effectively balancing team needs with company goals. Acting as both a leader and facilitator, the role translates organisational objectives into actionable team plans and efficient operational processes.

In addition, the Team Manager maintains operational control by monitoring and refining processes and team performance to optimise effectiveness, efficiency, and productivity, ensuring that all operational targets are met. The role provides insights and recommendations to the Operations Manager and relevant stakeholders to continuously improve operational performance and employee engagement.

Key Result Areas

1. People Management and Development

Provide oversight and direction to employees in line with organizational policies, while promoting a supportive, high-performance culture aligned with the organisation's mission and values.

Key Activities:

• Employee Onboarding and Development:
  Coach, mentor, and develop team members, including overseeing new employee onboarding, creating a welcoming environment, and supporting career development. Ensure training and development plans are in place and maintained for all team members.
• Employee Well-being and Engagement:
  Proactively create a positive and supportive working environment by monitoring employee well-being, addressing challenges, and implementing initiatives that support social and emotional health. Take focused actions to reduce absenteeism and maintain high engagement, morale, and productivity.
• Identify Training and Coaching Needs:
  Identify individual and team development needs and ensure appropriate coaching or training follow-up.
• Promote Ownership and Accountability:
  Empower employees to take responsibility for their performance, objectives, and professional growth.
• Performance Management and Feedback:
  Conduct regular performance assessments in line with company policies, using available tools and technologies to identify coaching needs and drive continuous improvement.
• Absence Management:
  Monitor and manage sickness and leave patterns, ensuring fairness, consistency, and data-driven decision-making.
• Employee Relations:
  Address employee concerns, grievances, and complaints promptly and sensitively, ensuring compliance with company policies and procedures.

2. Operational Control

Translate operational strategy into effective team procedures and processes to optimise productivity, efficiency, and effectiveness, ensuring operational targets are achieved.

Key Activities:

• Implementation of Operational Strategies:
  Translate departmental and organisational objectives into clear, actionable team plans. Communicate priorities and progress to ensure alignment and focus.
• Performance Monitoring and Reporting:
  Analyse team performance and report insights and outcomes to relevant stakeholders.
• Administrative Control:
  Complete and oversee administrative responsibilities such as adherence tracking, overtime authorisation, and HR system updates.
• Target Achievement:
  Take ownership of operational results by proactively monitoring performance and ensuring key targets are met or exceeded.
• Decision-Making and Resource Planning:
  Make timely decisions to ensure the team is appropriately staffed and resourced to deliver operational objectives.
• Process Ownership:
  Develop and maintain effective communication structures for designated products, activities, or markets, promoting accurate information flow and continuous improvement.

3. Organisational Alignment

Ensure alignment between team actions and organisational objectives, providing valuable insights to stakeholders to support continuous improvement and strategic decision‑making.

Key Activities:

• Operational Improvement Advisory:
  Provide actionable insights and recommendations to the Operations Manager and stakeholders to improve quality, efficiency, and performance.
• Contribution to Organisational Goals:
  Support initiatives and improvements by providing feedback, data, and operational insights.
• Support Strategic Initiatives:
  Contribute to the implementation of strategic initiatives through operational feedback and performance analysis.
• Transparent Communication:
  Maintain open, clear, and consistent communication with the team to ensure understanding of priorities and organisational goals.
• Cross‑Functional Collaboration:
  Work closely with Customer Service, Operations Managers, and peers to drive operational improvements.
• Single Point of Contact:
  Act as the main point of contact for designated products, markets, or activities (where applicable), ensuring accurate information flow and continuous optimisation.

4. Continuous Improvement

Monitor processes and procedures, identify inefficiencies, and actively drive improvements that enhance performance and quality.

Key Activities:

• Ensure processes and procedures are followed as agreed.
• Safeguard that improvements and changes are successfully embedded into daily operations.
• Clearly communicate changes and improvements to all relevant stakeholders.
• Analyse process or procedure malfunctions, identify root causes, and recommend solutions.
• Propose process and efficiency improvements.
• Stay informed on developments within the area of expertise and apply best practices where appropriate.
• Actively participate in improvement sessions, projects, and initiatives.

Additional Information

• Working Hours: Willingness to work irregular shifts, including weekends (Operating hours: Mon–Sun, 07:00–22:00 NL time)
• Salary: Market related
• Contract Type: Fixed-term – 6 months