Jobs in the Netherlands, in English.

Senior Customer Service Team Lead

On-site in Rotterdam·Full-time·Added 6 days ago (last checked 16 Oct)

KPN

46 open roles

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Overview

Work mode: On-site, Rotterdam
Contract: Full-time
Languages: Dutch
Experience: 5+ years

Skills

This job advert was originally written in Dutch.

Requirements

What we're looking for

At least five years of experience as a (senior) team leader or operations manager in a customer service or contact center environment.
You know how to manage an operation and how to keep employees on board. Industry knowledge is a plus, but that foundation of team leadership in customer contact carries more weight.
You are analytically strong and manage strictly on KPIs, without losing sight of the human side.
You are result-oriented, stress-resistant, and a strong communicator, and you establish contact quickly at all levels.
You have experience with change management and know how to guide a team through a transition.

Nice to have

Experience in a B2B customer contact environment.
Experience with customer service tools such as Salesforce, with telephony environments, and with AI agents that support customer experts.
Previous interim assignments with similar content.

Pay & benefits

What you'll get

Apply until: 19 October 09:00
Assignment start: 1 November 2026
Assignment end: 1-5-2027 (extension possible)
Hours per week: 32 - 40
Rate: max €89.00 incl. travel expenses and excl. VAT

The role

As a Senior Team Lead, you bring calm, establish structure, and take the team to a higher level. You are stepping in during a dynamic period in which operational stability and better KPIs, such as response times and customer satisfaction, are the priority.

What you'll do

What you are going to do:

Operational management: you manage the daily work and staffing of the team so that service levels are met.
Process improvement: you map out workflows and bottlenecks and quickly implement efficiency improvements to meet the SLAs.
Coaching and culture building: you are a visible, engaged leader who motivates and ensures a professional, customer-oriented culture.
Guiding change: you respond to what the reorganization does to people. You look at what each individual employee needs, help people see the positive side, and also engage in honest conversations if a role no longer fits someone.
Stakeholder management: you work closely with upper management and report clearly on progress, performance, and improvement trajectories.

You combine tight management based on figures with sincere attention to the people behind those figures.

About KPN

Industry: Telecommunications
Website: kpn.com

In their own words

About the company & team

You will be working within SME Operations Customer Success at KPN, the department that assists KPN's business SME customers. You will directly lead a service team of approximately fifteen customer experts.

The organization completed a reorganization in May. This concerned the customer experts and not the team leaders. The changes are now settling in. Part of the employees already feel completely at home in the new situation, while another part still needs a bit more time and attention. The atmosphere is good, and it is up to you to maintain that positive energy and build upon it further.

Your fellow team leaders form a pleasant, collegial team that supports each other well. The team leader you are succeeding will remain within the operation, precisely because they enjoy the collaboration so much.

Connection is paramount, especially in this phase. Therefore, all team leaders work from the office in Rotterdam every day. Customer experts are in the office at least two days per week, and when they are there, their team leader must also be there.