Customer Service Team Leader

The amount of your salary will be based on your education and your relevant work experience. The salary for this position is €4800 to €5800 gross per month, excluding holiday allowance, based on a 38-hour work week. In addition to your salary, we offer a good secondary benefits package, the most important parts of which are:

• Based on your annual salary, you receive 8% holiday allowance, a year-end bonus of 4.5%, and a profit share of up to 3.5% of your annual salary based on the results of Vattenfall Netherlands (RDR)
• NS Business card for commuting (based on 2nd class) or travel expense reimbursement of € 0.23 per km (max. 50 km one way) and a home working allowance of €3.05
• 20 vacation days, 5 non-statutory vacation days (part of My Choice My Budget)
• 2 non-statutory days to compensate for overtime
• 3.5 vitality days and 13 ADV days (with a 38-hour contract with a 40-hour work week)
• My Budget My Choice: buying and selling extra vacation days, purchasing a bicycle, or you can have your budget (monthly) paid out
• Pension at ABP: Vattenfall contributes 70% and you 30%.
• Health insurance collective discount at Zilveren Kruis Achmea
• 4 leave hours to perform volunteer work via Vattenfall Foundation
• Training budget for personal development

Vattenfall is a European energy company with approximately 20,000 employees working in various countries. For more than 100 years, we have been involved in electrifying industries, providing energy to people's homes, and modernizing our way of life through innovation and collaboration. Vattenfall aims to make a fossil-free life possible within one generation. We are at the forefront of the transition to a sustainable energy system. To achieve this ambitious goal, we are looking for talented individuals who, in addition to their passion for their own role, also have a strong team spirit and want to contribute to supporting a meaningful corporate mission. 

Our Customer Service is part of the Business Unit Customers BtC and is responsible for the entire customer process: from welcoming new customers to the final collection.

We strive for an effortless customer experience: helping customers correctly the first time with the right advice and a suitable solution. We are always looking for the question behind the question and work with multi-skilled employees to make this happen.

Our Energy Advisors make a difference for our customers every day. They can only do this if they are supported by a committed and inspiring team leader. Someone who has an eye for people, results, and the customer.

At Vattenfall, we build a strong customer service every day, with one clear ambition: to be the most customer-friendly energy company in the Netherlands. Do you get energy from a dynamic environment, different roles, and developing people? Then we would love to meet you.

As Customer Service Team Leader, you lead a team of approximately 18 Energy Advisors. You are visible, approachable, and involved – both on the work floor and remotely. You combine coaching and result-orientation with a strong focus on customer experience.

In a dynamic and moving energy transition market, in which energy plays an increasingly large role in society, you as Team Leader ensure an effortless customer experience. In doing so, you spend 75% of your time coaching and stimulating autonomy among employees, so that they can independently handle complex customer questions regarding energy contracts, rates, sustainability, invoices, and related topics. Additionally, you ensure that customer contacts add value by stimulating sustainable choices, utilizing commercial opportunities, and working smartly in a world of AI, with the goal of realizing operational excellence. As Team Leader, you fulfill multiple roles:

• As a coach, you facilitate and guide the development of your team and individual employees. You know their drivers, know what is going on, and stimulate growth through clear feedback and an open attitude.
• As a manager, you actively steer towards results such as quality, NPS/KTO, sales, and efficiency. You set high standards for service delivery and continuously see opportunities to improve this further.
• As an ambassador for the customer, you are also in contact with customers yourself. When necessary, you step in and set the example: the customer is always central.
• Coaching and managing your team on KPIs such as quality, NPS/KTO, sales, and efficiency
• Stimulating ownership and customer orientation within the team
• Monitoring and improving the quality of customer interactions (e.g., by listening in and reflecting together)
• Guiding personal development, performance reviews, leave, and absenteeism
• Identifying and proactively addressing opportunities for improvement in processes and collaboration