Team Lead, Customer Service, TOTO

Your playing field

As a Team Lead, you—along with a fellow Team Lead—are responsible for HR management and KPI performance management for the TOTO Customer Contact team. Together with the team, you ensure that TOTO players enjoy an optimal gaming and customer service experience. In doing so, you directly contribute to a happy, healthy, and active Netherlands. As a TOTO Customer Contact Team Lead, you excel by:

• providing support and leadership to the members of the TOTO Customer Contact team
• creating a motivating work environment where employee development and the customer experience are central
• analyzing, monitoring, and evaluating KPI results, and providing employees with guidance to continuously improve their performance
• identifying opportunities for improvement in both operations and management
• maintaining contact with both internal and external stakeholders
• maintain close contact with the coaches to work together to improve the quality of customer interactions
• handling HR-related tasks such as leave and absenteeism

Working together, winning together

The Dutch Lottery is the Netherlands’ leading and most trusted gaming organization, with seven strong brands. We are the market leader and an expert in our field, and we are committed to responsible, fair, and safe gaming. We donate nearly all of our profits to support a happy, healthy, and active Netherlands. In addition to being a socially responsible gaming organization, we are also an employer. Our organization is home to over 450 highly talented employees.

By working together and winning together, there’s always a reason to celebrate. In the Sales & Service division, we help each other succeed and don’t just focus on our own success. Our differences make us strong together. Sports bring us together. As a coach, you don’t just stand on the sidelines to keep an eye on the big picture and provide guidance—you also cheer on the team and join in to help us score as a team.

Your talent

The people who work here love to stay active, are constantly developing themselves, and are driven to succeed. That’s what makes everyone at Nederlandse Loterij a top talent. Your talent is the sum of:

• HBO-level academic and cognitive abilities
• several years of managerial experience in a call center environment
• experience with KPI performance management
• experience with agile working
• Motivating and inspiring employees through a people-oriented approach

In addition, for this position, you need strong analytical and problem-solving skills. You also have excellent coaching and leadership skills and are skilled at motivating employees.

Your score

As a Customer Contact Team Lead at TOTO, we offer you:

• a salary between €4,400 and €6,300 gross per month
• an attractive bonus plan
• A full-time position for 40 hours per week (32 hours is negotiable)
• For €3.00, you can enjoy a healthy and varied lunch in our company cafeteria.

Our office in Rijswijk is generally where you’ll be working, but you’ll mainly work wherever best suits your tasks.