Customer Service Team Leader

What you will be doing 

The Customer Service Team plays a key role in our personal interactions with our donors. Whether it’s helping donors cancel their donations by phone or email, thanking generous donors, or handling questions, requests, and complaints about the work of UNICEF Netherlands, you see every interaction as an opportunity to keep donors connected to UNICEF and touch their hearts. As Customer Service Team Lead, you’ll be part of the operations team, lead the team, and handle various coordinating tasks. You’ll work closely with different departments, including Private Fundraising and Tech & Data, guide the team, and translate our strategic goals for fundraising and brand perception into concrete KPIs, priorities, and activities for the team.

Specifically: 

• You will lead and work alongside a professional customer service team (9 FTE) and recognize, motivate, and encourage employees in their daily work and professional development.
• You are responsible for increasing donor retention—both in terms of numbers and value—and for ensuring that all customer interactions are handled properly by the customer service team within the established SLAs.  
• You use data to drive your work and analyze customer feedback to meet established KPIs
  , and you prepare reports on these results.
• You’re looking for opportunities to boost both engagement and revenue by guiding the team in conducting customer service and retention calls, both inbound and outbound.
• Together with the process manager on your team, you’ll explore ways to organize processes as efficiently as possible.
• You will guide the team in implementing the webcare strategy.

What to bring: 

• You’re a key player who identifies opportunities and inspires the team to perform at their best. You’re proactive, results-oriented, and have excellent communication skills.
• You have at least 5 years of relevant work experience, for example as a supervisor at a customer contact center.
• A college-level education and ability to think critically in a relevant field.
• You are data-driven, customer-focused, and a team player.
• You are highly proficient with automated systems, including CRM and call center software. Knowledge of Microsoft Dynamics is a plus.
• Managing internal and external relationships is one of your core competencies. 
• You have an excellent command of both spoken and written Dutch and English.
• You’ll feel right at home in the culture at UNICEF, a professional organization with an informal work environment where collaboration is key and status and hierarchy take a back seat. 
• Of course, you care deeply about children’s rights and international cooperation in this area.

Here's what we offer 

• The opportunity to put your business skills to work for children around the world. 
• A competitive salary: your salary will range from €3,551 to €5,063
  (gross per month, based on a 38-hour workweek), depending on your knowledge and experience.  
• A one-year contract with the intention of extending it indefinitely.  
• A flexible spending account equal to 10.23% of your gross salary, which you accrue each month and can either have paid out or convert into additional paid time off.  
• A personal development budget of €750 per year.  
• A phone allowance of €25 net per month to help you maintain your professional relationships.  
• You will, of course, be reimbursed for your work-from-home and travel expenses.  

The perks of working for the world’s largest children’s rights organization  

• Working with over 100 colleagues toward a single shared goal: a better world for all children.  
• An informal work environment where collaboration is the norm and status and hierarchy take a back seat.  
• Work in a beautiful building (fully equipped for remote work) with the option to take a daily walk or go for a run in the adjacent Haagse Bos (we have showers and changing rooms).  
• The office is just a 10-minute walk from The Hague Central Station.  
• Working in an agile organization.  
• You can volunteer for two days a year during work hours.  

Would you like to know more? 

Don’t hesitate to contact Amy Greve (Head of Communications) at agreve@unicef.nl. 

Here's how to apply

Apply is possible through March 23, 2025 via the button at the bottom of the website. The process consists of three interviews and a discussion of employment terms. 

We expect all employees to be willing to comply with our Code of Conduct and to cooperate in obtaining a Certificate of Good Conduct.

Our society is diverse, and so is UNICEF Netherlands. We strive to ensure that our staff reflects the diversity of society and the international nature of our organization.

We do not welcome unsolicited sales calls in response to this advertisement.