Vacature Junior Team Lead Customer Service UK in Amsterdam

• Amsterdam
• HBO
• Administratief / secretarieel

Vacature omschrijving

iChoosr is a young, growing, international company with 100+ colleagues spread out over Belgium, the Netherlands, Great-Britain, Poland, the USA, and Japan.

The organisation believes in the power of the consumer, which is why they organise group-buying schemes for products like Solar PV installations and renewable energy contracts. The premise is simple: together you can achieve more than alone. At iChoosr, they want all stakeholders to benefit: the consumers, suppliers, and Community Leaders they work with. Over 2.5 million households in Europe and outside have saved with iChoosr.

In the UK, together with a number of local authorities and partners, iChoosr organises group-buying schemes for Solar PV or collective switching schemes for renewable energy contracts. Through marketing campaigns they gather interested individuals, after which they hold an auction with vetted Solar PV suppliers or energy suppliers respectively. The winning supplier is allowed to provide the scheme’s participants an offer for a Solar PV installation or energy contract.

The customer is a central pillar in every project they hold. A clear website, understandable information and great customer service are essential for the company in organising a successful scheme.

As Junior Team Lead Customer Service UK, you are a key cog in the customer contacts between the company and its suppliers.

You will help customers and suppliers with clarifying contractual agreements regarding the execution of the schemes. The customers can check in with you about their complaints and concerns, both regarding the suppliers or the scheme itself. These can be escalations handled by the in-house agent team speaking with the customers or calls from the British call centre. You will also connect with stakeholders involved in the schemes for potential information updates and questions. 

In case of a problem you spring to action and analyse the issue. You operate directly with the supplier regarding a solution and inform the customer and any involved parties. This also involves good aftercare: you ensure that everything is followed up correctly and whether any additional steps may be required. Calling, emailing, arranging for solutions with a personal touch, those are all things that excite you.

Furthermore, you are the eyes and ears of the project team. You discuss ideas to structurally reduce or prevent frequent questions and complaints.

Besides the above, your additional responsibilities as Customer Service Team Lead consist of the following:

• Together with a team of Customer Service Agents, you are responsible for all customer service contacts;
• You quality monitor the customer contacts of the Customer Service Agents and provide feedback and training;
• You coach the Customer Service Agents on both hard-skills and soft-skills and assist during busy spells;
• You support the British project team proactively, analyse trends to create improvement tracks, and translate common questions to content for communications and for on their webpages; 
• You work with other stakeholders to improve processes within the organisation. 

In this role, you are part of the Customer Service department. Your work within this team will be coordinated together with the Customer Service Manager. Internally, you will work closely with the Project Managers for Solar UK and Energy UK: together you will monitor the schemes’ progress and think about ways to improve the businesses. Within your role there is quite some independence, even though you will be working together with a broad range of colleagues.

• You have a college-educated level of competence;
• You are capable of dealing with complex questions and complaints and have an optimistic and helpful way of working;
• You are a capable planner and enjoy working with a broad range of responsibilities;
• You can keep the overview and are a careful and considerate worker;
• Experience in coaching is a requisite;
• You recognise and analyse problems, and have a focus for improving processes;
• You are proactive, independent, service-oriented, resilient and flexible;
• You have a perfect grasp of written and spoken British English (you are able to understand Dutch but do not need to have a perfect grasp of it);
• You are prepared to travel to our London/Antwerp offices on a regular basis.

• A salary range of €3.000 to €3.200 bruto depending on your experience and background;
• Travel expenses are reimbursed and you will receive 25 vacation days on a fulltime basis;
• A broad and challenging role with responsibilities and independence in a dynamic and inspiring workplace;
• Motivated and fun colleagues working together in an informal way;
• Sufficient space for personal growth and development within the company;
• A fun office on the Rembrandtplein in Amsterdam, easily reachable with public transport or by bike, including free lunch provided by the company;
• The option to work from an inspiring place (another country or location) a couple of weeks per year;
• A yearly trip abroad with the entire company.

Are you, or do you know somebody who is, interested in the vacancy of Junior Team Lead Customer Service UK? Send an email with your resume (and motivation letter) to shanna@go-office.nl or apply via the application form below!

For more information about this vacancy you can contact Shanna van Hattum - Janssen via WhatsApp or call +31 6 5363 8982.