Service Lead Customer Contact Center Utrecht

Furthermore, you have:

• HBO or WO working and thinking level;
• At least 5 years of work experience within a customer service organization, relevant work experience within the mortgage domain and daily banking including management experience;
• Demonstrable experience with coaching and developing employees and teams;
• Affinity with digitalization, innovative technologies, and digital first working; Affinity with Lean working and self-steering, autonomous teams;
• In possession of the WFT Basis diplomas.

This position falls into scale 10, with a gross monthly salary between € 5,179.72 and € 6,906.97 (based on 36 hours per week). And this is what you will also receive from us:
• A 36-hour work week. You work predominantly in the office, at least 3 days per week. We offer flexibility in how you fill your hours: 4x9 is not possible for this role, but you can choose, for example, to work according to a two-week roster of 4x8 and 5x8, or structurally 4.5 days per week.
• Holiday allowance and a 13th month, at a time that suits you
• Based on a full-time employment: 208.8 hours of leave per year
• A good collective pension scheme
• € 750 per year to continue developing yourself (to be saved up to € 3,000)
• Every 5 years € 900 to get your home working environment completely in order again
• An NS-Business Card and a mileage allowance for when you come by bicycle

As a Service Lead at ASN Bank in Utrecht, you are the driving force behind our transformation towards digital first. You not only lead an ambitious service team, but you also actively contribute to a future-proof and customer-oriented Contact Center. With your vision on self-organization and continuous improvement, you contribute directly to our ambition: the best customer service in the Netherlands.

In this role, you are the linchpin for your team in Utrecht and The Hague. Together with your fellow Leads in Utrecht, Sittard, and Groningen, you work on the further development of our CCC: from call first to digital first. You are operationally responsible for realizing our KPIs and monitor the quality of our processes. You coach employees in their professional growth and encourage them to demonstrate ownership as independent professionals. Additionally, you play an important role in guiding the intended closure of the The Hague location. You ensure clear communication, attention to employees, and a careful execution of this change, so that colleagues feel supported during the transition.

• Leadership: you inspire, facilitate, and challenge teams to take ownership, learn continuously, and achieve ever-better results together.
• Coaching: you develop employees and teams through coaching, feedback, and conducting meaningful performance conversations in which growth is central.
• Result-driven management: you manage based on customer value, employee satisfaction, efficiency, and risk management by connecting behavior and results.
• Team development: you build a culture of trust, collaboration, feedback, and psychological safety in which people take responsibility for themselves and for each other.

You are a coaching leader who provides trust, stimulates ownership, and helps people to become a little better every day. You combine people-oriented leadership with a sharp eye for results, data, and digitalization. You dare to make choices, conduct honest conversations, and know how to bring teams along in change. In doing so, you never lose sight of the balance between customer value, employee satisfaction, efficiency, and risk management. You are a coaching leader who provides trust, stimulates ownership, and helps people to become a little better every day. You combine people-oriented leadership with a sharp eye for results, data, and digitalization. You dare to make choices, conduct honest conversations, and know how to bring teams along in change. In doing so, you never lose sight of the balance between customer value, employee satisfaction, efficiency, and risk management.