Wolters Kluwer

Customer Service Manager

Wolters Kluwer

full-time

Posted on:

Location Type: Hybrid

Location: Hasselt • Belgium

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About the role

  • Supervise daily operations and ensure service quality and KPI achievement.
  • Support team members in managing internal and external escalations.
  • Facilitate regular team meetings, performance conversations, and 1:1 development check‑ins.
  • Build career paths and succession planning.
  • Manage team scheduling to ensure the right coverage at the right time.
  • Improve processes and ensure best practices are consistently applied to ensure a consistent level of service delivery.
  • Collaborate closely with Product, Tech, Sales, and other stakeholders to drive improvements.
  • Review data, KPIs, and dashboards (e.g., PowerBI) and translate them into actionable insights.
  • Foster a positive, motivating team culture where people feel valued, supported, and heard.
  • Play a key role in enhancing team expertise across a broad portfolio of products.

Requirements

  • Proven people & team management experience.
  • Experience working in B2B environments, especially product support.
  • Strong change leadership skills, with examples of leading teams through transitions and change journeys.
  • Confidence in challenging the status quo and improving processes.
  • Resilience, adaptability, and comfort with ambiguity.
  • Ability to read the stories behind the data and track KPIs.
  • Fluency in both Dutch and English.
  • A nurturing mindset with a focus on team development and empowerment.
Benefits
  • A full-time managerial role within a stable, experienced, and highly knowledgeable team.
  • The chance to develop and transform a growing support organization.
  • A collaborative culture focused on learning, development, and customer impact.
  • Flexible and hybrid working arrangements with regular presence in Hasselt and Ghent.
  • A competitive compensation package with attractive benefits.
  • Access to extensive learning and development opportunities within Wolters Kluwer.
Applicant Tracking System Keywords

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

Hard Skills & Tools
KPI achievementdata analysisPowerBI
Soft Skills
people managementteam managementchange leadershipprocess improvementresilienceadaptabilitycommunicationteam developmentempowerment