Dutch-Speaking Team Leader

ATM Group is expanding our multilingual customer service operation and we're looking for an experienced Dutch-speaking Team Leader to lead a high-performing team supporting one of Europe's most recognized international travel brands.
This is an exciting opportunity for an inspiring leader who is passionate about developing people, driving operational excellence, and delivering exceptional customer experiences. If you're fluent in Dutch, thrive in a fast-paced environment, and enjoy coaching teams to achieve outstanding results, we'd love to hear from you.

What You'll Be Doing
As a Team Leader, you'll be responsible for leading, coaching, and developing a team of Dutch-speaking Customer Service Advisors while ensuring operational excellence, employee engagement, and exceptional customer service.
Your responsibilities will include:

• Leading, motivating, and developing a high-performing customer service team.
• Creating a positive, inclusive, and performance-driven team culture.
• Coaching and mentoring team members through regular one-to-one sessions, performance reviews, and development plans.
• Supporting the onboarding and ongoing development of new employees.
• Monitoring team performance against key performance indicators (KPIs), quality standards, and customer satisfaction targets.
• Analysing operational performance and implementing action plans to improve results.
• Managing attendance, adherence, wellbeing, and employee engagement.
• Handling customer escalations and supporting the resolution of complex customer enquiries.
• Ensuring compliance with company policies, operational procedures, and quality standards.
• Collaborating with Operations Managers and support teams to achieve business objectives.
• Driving continuous improvement by identifying opportunities to enhance processes, productivity, and the overall customer experience.
• Providing operational reporting and performance insights to leadership.

What We're Looking For
We're looking for an inspiring leader who enjoys developing people, building high-performing teams, and creating exceptional customer experiences.

Essential Requirements

• Fluent in Dutch (spoken and written) – this is a mandatory requirement.
• Excellent English communication skills (spoken and written).
• Previous Team Leader, Team Manager, or Supervisor experience within a customer service or contact centre environment.
• Proven experience managing teams against KPIs and service level agreements (SLAs).
• Strong coaching, mentoring, and performance management experience.
• Excellent leadership, communication, and interpersonal skills.
• Strong analytical, decision-making, and problem-solving abilities.
• Ability to motivate, engage, and develop high-performing teams.
• Strong organisational and time management skills.
• Proficiency in Microsoft Office and customer service systems.

Advantageous

• Experience with in the travel, airline, hospitality, or tourism industry.
• Experience leading multilingual customer service teams.
• Knowledge of workforce management, quality assurance, and operational reporting.
• Additional European language skills.

What Makes You Successful

You'll be someone who:

• Inspires and motivates others to achieve their best.
• Leads with integrity, empathy, and professionalism.
• Builds strong relationships across teams and stakeholders.
• Makes informed decisions using data and operational insights.
• Thrives in a fast-paced, customer-focused environment.
• Embraces change and continuously looks for opportunities to improve.
• Takes ownership, drives accountability, and delivers results.
• Is passionate about developing people and delivering outstanding customer experiences.

Working Hours

This role operates on a rotational shift basis.

Monday to Sunday
07:00 – 22:00 (Netherlands operating hours)

Weekend and public holiday shifts form part of the roster.

Why Join ATM Group?

At ATM Group, we believe our people are our greatest asset. We offer an inclusive, supportive environment where leaders are empowered to make an impact while developing their careers.

We provide:

• Comprehensive leadership onboarding and training.
• Ongoing coaching and professional development.
• Career progression opportunities.
• A collaborative and supportive culture.
• The opportunity to lead a multilingual customer service team supporting an internationally recognized travel brand.
• Exposure to a dynamic, fast-growing international business.

Ready to Apply?
If you're an experienced Dutch-speaking Team Leader who is passionate about developing people, driving operational excellence, and delivering exceptional customer experiences, we'd love to hear from you.