Interim - Manager Customer Contact & Complaints

You will strengthen Athora Netherlands as Manager Customer Contact & Complaints. You will report to the Director Customer Service and lead the customer contact and complaints domain. Your department is the primary gateway for customers, participants, and advisors, handling customer inquiries and complaints via telephone, email, and digital channels.

· You develop an inspiring vision for customer contact and translate this into a multi-year change and development agenda.

· You hold ultimate responsibility for customer interactions via telephone, email, digital channels, and complaint handling, ensuring consistent service throughout the entire customer journey.

· You lead the transformation towards a modern omnichannel organization in which data, AI, digital self-service, coaching, and quality management converge.

· You organize the Telephone, Email & Digital, Complaint Management, DIP & DIL Quote, and Current Account Management chapters flexibly around customer demand and peak loads.

· You use customer feedback and complaints as a source for structural process improvement and ensure that the feedback loop is closed.

· You drive towards first time right, first time fix, customer satisfaction, quality, productivity, and lower costs per customer contact.

· You build a professional operational management system with daily starts, visual management, KPI steering, and continuous improvement.

· You ensure effective alignment with Consumer Sales and other chain partners, so that customers are immediately helped by the right team and commercial signals are carefully transferred.

Term: 6 months

Start date: as soon as possible

Maximum rate (excl. VAT, incl. travel expenses and broker fee): €142.50