Supervisor Client Service

• A modern office in The Hague, easily accessible by public transport, including a travel allowance.

• Catered lunches at the office and unlimited coffee, tea, soft drinks, snacks, and fresh fruit.

• Three fixed office days per week, with the flexibility to work from home on the remaining days.

• An open and inclusive culture in which you can be yourself and your ideas are valued.

• Plenty of opportunities to learn and develop yourself—we invest in your skills.

• Excellent primary and secondary employment benefits that support you in your role.

Are you customer-oriented, organizationally strong, and ready to lead a team? As a Service Desk Supervisor, you will combine daily coaching and coordination with monitoring the customer experience. You ensure that customer inquiries are handled correctly and in a timely manner, support the development of employees, and monitor the quality and performance of the team.

As a Supervisor, you provide daily leadership to a team of Service Desk employees. You are responsible for a consistent, high-quality customer experience, an effective distribution of workload, and the performance and development of your team.

You coordinate daily activities, monitor queues and service levels, and ensure that customer requests are handled correctly and in a timely manner. Using approved, AI-supported quality tools, you monitor customer interactions within the team. You assess the findings and discuss them with employees to recognize strengths and agree on areas for improvement.

You are the senior operational point of contact for complex customer inquiries, unresolved incidents, escalations, and complaints. You work closely with the Client Service Manager and other teams to resolve issues, ensure sufficient operational staffing, and continuously improve the quality of service.

Part of the role is managing several specialized second-line employees who perform financial tasks. You are expected to understand their activities sufficiently to set priorities, monitor quality, and escalate issues. The specialists remain responsible for the substantive execution of the financial tasks.

In this role, you work with sensitive information. You are expected to comply with Digidentity's policies and procedures regarding information security, privacy, and data protection. A strong commitment to customer service, confidentiality, security, accuracy, and quality is essential.

• Providing daily leadership to the Service Desk, distributing tasks, setting priorities, and ensuring sufficient staffing.

• Monitoring queues, workload, service levels, and team performance to ensure that customer requests are handled correctly and in a timely manner.

• Acting as the senior point of contact for unresolved incidents, complex questions, escalations, and complaints.

• Monitoring employee interactions using approved, AI-supported quality tools and discussing findings, coaching needs, and improvement actions with team members.

• Supporting recruitment, onboarding, training, performance reviews, and the further development of the team.

• Maintaining clear procedures and reporting on service levels, quality, workload, and recurring opportunities for improvement.

• Managing a small group of specialized financial second-line employees and ensuring that financial tasks are correctly assigned and escalated.

• Overseeing compliance with company policy and escalating fraud, data protection and information security risks, and other important operational risks.

• HBO (higher professional education) level of work and thinking and at least two years of relevant experience within customer service or a Service Desk.

• Experience with coordinating, coaching, or managing colleagues is a plus.

• Strong leadership, organizational, and problem-solving skills.

• Customer-oriented and able to handle complex questions, escalations, and complaints professionally.

• Experience with workload distribution, service levels, quality monitoring, and operational reporting.

• Digitally proficient and able to sufficiently understand financial processes and escalate where necessary.

• Excellent command of Dutch and English and a strong sense of integrity, confidentiality, and responsibility.

Interested?

Fill in our application form! As soon as we have received your details, we will contact you as soon as possible. If you have any questions in the meantime, you can email them to recruitment@digidentity.com.

Part of the application process may include checking your references; for this, we will first ask for your permission. Additionally, it is necessary to be able to provide a Certificate of Good Conduct (VOG) upon employment. We will share more information about this with you during the selection process.

We handle the recruitment & selection for this vacancy ourselves. Thanks, intermediaries.