Customer Experience Agent managing customer inquiries at a digital finance company. Involves resolving issues, providing support, and maintaining customer relationships in Manchester.
About the role
- Team Leader/Office Manager for customer service operations in Quinta do Lago, Portugal. Leading the team to ensure excellent customer service and office management.
Responsibilities
- Lead, motivate and mentor customer service team members working from the office or hybrid.
- Supervise day-to-day activity, ensuring service levels, quality standards and KPIs are consistently met or exceeded.
- Act as a subject matter expert, supporting the team with escalations and complex customer queries.
- Conduct regular 1:1s, team meetings and performance reviews, providing clear feedback and coaching.
- Identify individual strengths and development needs, creating performance and improvement plans where required.
- Recognise and reward strong performance, promoting engagement and professional growth.
- Create and manage team schedules and rotas to ensure adequate coverage in line with client and business requirements.
- Oversee onboarding and training of new starters, ensuring training plans are followed and completed to a high standard.
- Proactively identify trends in customer contacts and operational challenges, making clear, data-driven improvement recommendations.
Requirements
- Excellent Dutch and English communication skills, both written and verbal.
- Proven experience as a Team Leader, Supervisor, Office Manager or in a senior customer service role.
- Strong people-management skills, with the ability to coach, motivate and give constructive feedback.
- Experience supervising customer service teams in a fast-paced, consumer-facing environment.
- Confident using technology, including contact centre tools (Zendesk desirable) and MS Office / Google Workspace.
- Highly organised, proactive and solution-focused, with strong attention to detail.
- Experience supporting HR or people operations tasks desirable.
- Exposure to scheduling, workforce planning or rota management desirable.
- Interest in root cause analysis and continuous improvement desirable.
- German speaker would be an advantage but not essential.
Benefits
- Professional, organised, and well-run working environment.
- Support HR administration.
- Employee onboarding and training.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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