Team Manager Customer Service Complaints

Operationally strong Team Manager Complaints and Claims, part of the Customer Service Management Team in Groningen. Responsible for the careful and timely handling of complaints and claims and for providing direction to a team of professionals with a focus on quality and service.

• HBO working and thinking level.
• Experience in a leadership role within an operational environment, preferably within a customer service environment.
• Experience with managing KPIs and lead times.
• Experience with quality improvement and coaching.
• Hands-on leadership; being visible to the team and involving employees in changes.
• Results-oriented, with a focus on people.
• Affinity with complaint and claims handling is a plus.

• Daily management and assurance of the operation, including inventory management, lead time, and quality.
• Ensuring that the work runs smoothly and that objectives and KPIs are achieved.
• Continuously monitor performance and actively adjust when KPIs are under pressure.
• Monitoring lead times and the ACM standard of 40 working days; taking timely measures in case of risks.
• Ultimately responsible for quality within the team; managing based on quality checks and calibrations.
• Coaching and developing employees through one-on-one meetings, energy conversations, and competency discussions.
• Being visibly present in the workplace, supporting colleagues, and translating frameworks into concrete actions.
• Ensuring a stable and efficient workflow and advising on payments and liability within files.

• Extensive welcome package and program upon joining.
• Secondary employment benefits such as a 13th month, personal budget, and holiday pay.
• 24,5 days of vacation with a full-time employment contract and the option to purchase additional vacation days.
• Opportunity for hybrid working, including a home workstation set up by the employer and a home working allowance of €2,45 ​​net per day.
• Contribution of 70% to the optional pension (employer pays two-thirds of the premium).
• Vitality budget of €700 gross per year, with the option to save up to €2.100 for tuition fees or student loan repayment.
• Laptop or tablet and phone that may also be used outside working hours.
• Mobility map for first-class travel and a travel allowance.
• Room to grow through internal development platforms and external education and training.

Customer Service processes approximately 300.000 customer contacts annually via telephone, written channels, and digital services. The team works closely with fellow team managers within the Customer Service Management Team and with internal stakeholders, with an emphasis on careful handling, quality, and managing turnaround times. The organization operates at the forefront of the energy transition and encourages development and collaboration.