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Manager Customer Services

Help us reduce energy consumption in buildings. Apply now and join our team.

Welcome to ista.

At ista Netherlands, we are in the midst of a fundamental transformation. In the coming years, we will be taking major steps in digitisation, data-driven working and the further professionalisation of our services. At the same time, we are working to safeguard crucial professional knowledge and make our processes future-proof in a rapidly changing market.

Our ambition is clear: to make our customers our greatest ambassadors.

That is our central "why" - and customer service plays a key role in this.

That is why we are looking for a Customer Service Manager who looks beyond day-to-day operations. Someone who is energised by change, s ownership of complex issues and, together with the MT, builds a future-proof, customer-focused and scalable service organisation.

In this role, you will lead the customer service team (14 FTE) and be an active member of the Management Team at ista Netherlands. You will translate strategy into execution, focus on quality and customer experience, and the lead in change and improvement processes. Our office is located in Schiedam.

This is what you are going to do.

As Customer Service Manager, you combine leadership, strategy and execution power in an organisation that is undergoing rapid transformation.

Leadership & team development

• Provide situational leadership to the customer service team, tailored to development and willingness to change.
• Actively build an open feedback culture in which ownership and continuous improvement are central.
• You will coach and develop your employees towards greater independence, responsibility and professional maturity.
• You will safeguard crucial professional knowledge within the team and ensure structural knowledge transfer.
• You will create a safe, professional working environment with a focus on quality, job satisfaction and results.
• You actively guide your people through change and create support for new working methods and systems.

Operational management & performance

• You manage daily operations based on volumes, capacity and service levels.
• You monitor and improve KPIs in the areas of customer satisfaction, turnaround times, first-time-right and quality.
• You actively work with customer satisfaction measurements such as NPS and CSAT.
• You set up a closed-loop feedback process, in which customer feedback is fed back and structurally translated into improvement actions.
• You translate customer insights and measurement results into strategic choices and priorities.
• Bring structure and predictability to an environment that is constantly changing.
• Identify and resolve structural bottlenecks and escalations in a sustainable manner.

Transformation, digitisation & future-proofing

• ownership of the ongoing development of customer service in an increasingly digitised organisation.
• Future-proof your processes through standardisation, automation and digitisation.
• Implement and optimise new IT solutions, systems and working methods to make service smarter, more scalable and more consistent.
• Lead change processes and projects focused on digitisation, process optimisation and customer experience.

• Ensure that improvements are not only implemented, but also actually adopted and embedded in the organisation.

Collaboration & MT role

• Represent Customer Service within the MT and make an active contribution to strategic decision-making.
• You actively build collaboration between departments with historically separate working methods.
• You connect Customer Service with departments such as Sales, Contract Support, Finance and IT.
• You break down silos and ensure joint customer responsibility.
• You translate customer insights and data into strategic advice for the organisation.

Analysis & data-driven management

• Analyse trends in customer contact, workload and performance.
• Develop clear reports and management information for MT and senior management.
• Use your data as a basis for choices, priorities and improvement initiatives.

• Ensure that customer data is actively used in strategic decisions.

You recognize yourself in this.

• You have a higher professional education (HBO) level of working and thinking.

• You have at least 5 years of managerial experience in customer service or a similar customer-focused environment.

• You have demonstrable experience with change processes, process optimisation and digitisation.

• You have experience with customer satisfaction measurements (such as NPS and CSAT) and setting up closed-loop feedback.

• You know how to safeguard professional knowledge, develop teams professionally and effectively involve people in change, and you create support.

• You feel comfortable in an MT role and know how to switch between strategic and operational modes.

• You are analytical, decisive and people-oriented.

• Experience with energy, submetering or a technical environment is an advantage.

This is what you can expect from us.

Working at a growing, international company with a focus on sustainability, digitization and customer focus. ista offers excellent working conditions:

• A key role within the Management Team with direct influence on strategy and change.

• The opportunity to fundamentally a customer service organisation to the next level.

• A dynamic environment where digitisation, data and sustainability come together.

• Plenty of room for initiative, ownership and leadership.

• An attractive salary, ista Choice Budget and a fixed 13th month.

• Laptop, telephone and facilities for hybrid working.

• A culture that focuses on development, collaboration and continuous improvement.

Join our team in Schiedam.

Steven Vloemans | Recruiter

Nieuwpoortweg 11 | 3125 AP Schiedam

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