Team Lead - Customer Support Dutch Speaker

• Hybrid
• Attractive Package
• Career Progression

In this role, you will be responsible for ensuring high-quality and compliant customer service, supporting the achievement of both service and commercial KPIs, and coaching team members to deliver an excellent customer experience.

Key Responsibilities:
• Lead and coordinate the day-to-day activities of the Wealth Support Services team
• Monitor team performance and drive achievement of service levels, quality standards, and KPIs
• Support workload planning, scheduling, and task allocation
• Coach, train, and support team members through regular feedback and quality monitoring
• Identify and suggest process and service improvements in collaboration with management
• Apply and oversee the four-eye principle for sensitive operations (e.g. offline trades, client data changes)
• Act as the first point of escalation for complex cases, service desk issues, and complaints
• Ensure all customer communications meet quality, regulatory, and legal standards

Requirements:
• Native or fluent Dutch/Flemish; French is a strong advantage, with good command of English
• Knowledge of investment products and capital markets
• Customer-focused, structured, and solution-oriented approach
• Febelfin – Wet Willems certification is considered an asset
• Proven experience in a Team Lead or senior role with people management responsibilities
• Previous experience in a customer-facing role within the banking sector