Newstel Worldwide

Customer Service Team Lead, Dutch/English Speaking

Newstel Worldwide

full-time

Posted on:

Location Type: Hybrid

Location: Almancil • Portugal

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Job Level

Senior

About the role

  • Lead, motivate and mentor customer service team members working from the office or hybrid.
  • Supervise day-to-day activity, ensuring service levels, quality standards and KPIs are consistently met or exceeded.
  • Act as a subject matter expert, supporting the team with escalations and complex customer queries.
  • Conduct regular 1:1s, team meetings and performance reviews, providing clear feedback and coaching.
  • Identify individual strengths and development needs, creating performance and improvement plans where required.
  • Recognise and reward strong performance, promoting engagement and professional growth.
  • Create and manage team schedules and rotas to ensure adequate coverage in line with client and business requirements.
  • Oversee onboarding and training of new starters, ensuring training plans are followed and completed to a high standard.
  • Proactively identify trends in customer contacts and operational challenges, making clear, data-driven improvement recommendations.

Requirements

  • Excellent Dutch and English communication skills, both written and verbal.
  • Proven experience as a Team Leader, Supervisor, Office Manager or in a senior customer service role.
  • Strong people-management skills, with the ability to coach, motivate and give constructive feedback.
  • Experience supervising customer service teams in a fast-paced, consumer-facing environment.
  • Confident using technology, including contact centre tools (Zendesk desirable) and MS Office / Google Workspace.
  • Highly organised, proactive and solution-focused, with strong attention to detail.
  • Experience supporting HR or people operations tasks desirable.
  • Exposure to scheduling, workforce planning or rota management desirable.
  • Interest in root cause analysis and continuous improvement desirable.
  • German speaker would be an advantage but not essential.
Benefits
  • Professional, organised, and well-run working environment.
  • Support HR administration.
  • Employee onboarding and training.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
people managementcoachingperformance reviewsroot cause analysiscontinuous improvementschedulingworkforce planningrota management
Soft Skills
communication skillsmotivatingconstructive feedbackorganisedproactivesolution-focusedattention to detail