Manager Customer Contact & Complaints

Do you see every customer contact as an opportunity to build trust? Can you transform a traditional customer contact center into a modern, omnichannel, and data-driven customer interaction organization where operational excellence and personal relevance reinforce each other? Then we are looking for you!

You will strengthen Athora Netherlands as Manager Customer Contact & Complaints. You 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.

The main responsibilities:

· 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 toward a modern omnichannel organization where 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 coordination with Consumer Sales and other chain partners, so that customers are immediately helped by the right team and commercial signals are carefully transferred.

· You have at least 10 years of relevant experience within customer contact, customer service, customer experience, or service provision.

· You have at least 5 years of leadership experience within larger operational organizations.

· You have demonstrable experience in leading customer contact transformations.

· You have experience with omnichannel customer contact, digital service provision, and customer experience management.

· You have experience with operational excellence, Lean Management, and continuous improvement.

· You have experience with performance management, workforce management, quality management, and coaching.

· You have experience with cultural change and organizational development.

· Experience within financial services, pensions, or insurance is a strong plus.

· You combine customer-experience leadership with vision, trust, data-driven decision-making, and strong stakeholder management.

We cordially invite you to apply. It is good to know that internal Athora employees have priority during the placement procedure.

You will join approximately 900 colleagues who all believe they work for a special company. You will get the opportunity to make an important contribution to the socially relevant theme of pensions. We ensure that your pension is well-arranged, so that you can enjoy your old age without worry.

You will get the chance to truly make a difference when it comes to sustainability, because we have been setting the tone in our business operations and our investments for years. Naturally, you will get a (flexible) workplace at our office in Amsterdam that belongs to the top 7% in the world, truly. And because you will also work from home regularly, you will receive a budget to properly equip your home workspace.

In exchange for your commitment, talent, and skills, you will receive, in addition to your salary plus a holiday allowance and a thirteenth month, 27 vacation days (based on a 36-hour contract) and a public transport card or travel expense allowance for the days you come to the office. And, not unimportantly, you will receive a good training budget so that you can continue to develop yourself. This gives you the chance to grow, within our company or beyond.

Salary per month:
Based on collective labor agreement (cao) scale 18 HAY, the range is € 7,060.37 to € 9,413.82 based on 36 hours.

Then respond quickly via the application button!