This is what you are going to do.

As Customer Service Manager, you combine leadership, strategy and execution power in an organisation that is undergoing rapid transformation.

Leadership & team development

• Provide situational leadership to the customer service team, tailored to development and willingness to change.
• Actively build an open feedback culture in which ownership and continuous improvement are central.
• You will coach and develop your employees towards greater independence, responsibility and professional maturity.
• You will safeguard crucial professional knowledge within the team and ensure structural knowledge transfer.
• You will create a safe, professional working environment with a focus on quality, job satisfaction and results.
• You actively guide your people through change and create support for new working methods and systems.

Operational management & performance

• You manage daily operations based on volumes, capacity and service levels.
• You monitor and improve KPIs in the areas of customer satisfaction, turnaround times, first-time-right and quality.
• You actively work with customer satisfaction measurements such as NPS and CSAT.
• You set up a closed-loop feedback process, in which customer feedback is fed back and structurally translated into improvement actions.
• You translate customer insights and measurement results into strategic choices and priorities.
• Bring structure and predictability to an environment that is constantly changing.
• Identify and resolve structural bottlenecks and escalations in a sustainable manner.
   

Transformation, digitisation & future-proofing

• Take ownership of the ongoing development of customer service in an increasingly digitised organisation.
• Future-proof your processes through standardisation, automation and digitisation.
• Implement and optimise new IT solutions, systems and working methods to make service smarter, more scalable and more consistent.
• Lead change processes and projects focused on digitisation, process optimisation and customer experience.

• Ensure that improvements are not only implemented, but also actually adopted and embedded in the organisation.

   

Collaboration & MT role

• Represent Customer Service within the MT and make an active contribution to strategic decision-making.
• You actively build collaboration between departments with historically separate working methods.
• You connect Customer Service with departments such as Sales, Contract Support, Finance and IT.
• You break down silos and ensure joint customer responsibility.
• You translate customer insights and data into strategic advice for the organisation.
   

Analysis & data-driven management

• Analyse trends in customer contact, workload and performance.
• Develop clear reports and management information for MT and senior management.
• Use your data as a basis for choices, priorities and improvement initiatives.

• Ensure that customer data is actively used in strategic decisions.