(Change) Manager Customer Service Centre

Hoofddorp, reference 2023-01100

Job description

In this role you are responsible for the customer service experience for all CSC areas. You will lead the 2 team leaders, who are leading seven European service areas with a total of approximately 17 account coordinators. The organization is in the midst of a digitalisation journey and you will have a leading role in bringing this change further.

Main responsibilities:
• You are capable of leading and taking the organisation further on the journey of change,
with first class communication and people management skills
• You are commercially astute and used to working collaboratively across a number of
different business functions e.g. Operations, Services, Planning, etc.
• You can solve complex issues and simplify where possible, with the ability to articulate these
back to all related stakeholders
• You're results driven, resilient, love a challenge and have a starter to finisher mentality. You
take accountability for your work, not just focusing on the results, but how you execute your
work.
• You will take a change management lead on the project, managing the impacts to the
business across markets and the relevant functions impacted within these markets. This will
include day to day management of the change work required for each capability being
deployed. This will include but not be limited to the following:
o Identification of change impacts and associated actions
o Partner with the wider team to ensure business stakeholders are engaged
o Process improvement
o Assure adherence to the standard agreed processes by all teams.
o Providing training support, including the review and creation of materials
o Take the lead in the complaint registration and follow up process.
o Result, risks, issues, complaints, status reporting and activity tracking.
• Work closely with the wider team improving how the business executes change driving new
ideas, ways of working and best practices.

Requirements

You are analytically strong with a good sense of what thrives and motivates people.
You are a strong Manager with people-skills. Furthermore, you are service minded, result oriented and have a commercial mindset. A getting things done attitude.

• Fluent in English (C1 or up)
• Bachelor degree or Master with commercial work experience
• Experience in managing a multicultural team
• Experience with change management and digitalization of processes in a commercial
(customer facing) environment are a must have
• Understanding of digital transformation and agile project management
• Leadership qualities, coaching abilities and strong analytical skills.
• Able to think in processes and align processes
• Service minded
• Self-starter
• Excellent communication- and problem solving skills

Working conditions

This is a long term position, full time
We offer a competitive salary depending on experience.
Hybrid work - 3 days WFH & 2 days WFO (on Monday & Tuesday)

Work location

Hoofddorp

Company description

This international company supplies in specific logistic solutions for the European and American market

Good to know

If you are interested in this vacancy, you can apply by clicking on the button above. Your application will be sent directly to the recruiter in charge. IMPORTANT: if you are not yet registered with Undutchables we kindly ask you to do so. Your information will be handled in the strictest confidence and your CV will not be sent to a company unless you have given prior permission.We will invite you for an extensive interview, as soon as any potential job opportunities arise. We will advise you on issues regarding employment in the Netherlands. Then, if possible, we will introduce you to a prospective company and provide support during the selection procedure.

Recruiter contact

Lynn Braat, Undutchables Amsterdam
lynn.braat@undutchables.nl
+31(0)6-18527415