Financial Customer Service Team Lead (Finance Supervisor)

What Does Your Role Look Like?

As Finance Supervisor, you are ultimately responsible for the Finance team’s day-to-day operational performance. You ensure customers receive timely, accurate, and professional assistance with their financial enquiries.

Helping customers is at the heart of your role. You primarily support larger business clients with financial matters, including invoicing, payments, and other financial administration queries. You handle customer enquiries yourself while ensuring that questions and issues across the team are resolved within the agreed timeframes and to a consistently high standard.

You manage the team’s daily activities, allocate work, monitor performance and service quality, and ensure sufficient operational coverage. You take ownership of the team’s results and ensure that the Finance Agents consistently deliver excellent customer service.

You support the Finance Agents in their day-to-day work and help them develop professionally by providing regular feedback, coaching, and practical guidance. When additional support is needed, you step in and help team members resolve challenging customer enquiries.

You also act as the senior point of contact for complex financial enquiries, invoice discrepancies, escalations, and complaints. When necessary, you take over communication with the customer. You work closely with the Finance Manager and other departments to resolve issues, improve processes, and maintain a high level of service.

This role is suitable for someone with experience in finance, financial administration, or financial customer service who is ready to take their first formal step into a leadership position. It is also a good fit for someone who already has experience coordinating or supervising a team.

Key Responsibilities

• Managing, supporting, and coaching the Finance Agents on a daily basis

• Taking ownership of the team’s day-to-day performance and service quality

• Allocating work and ensuring sufficient operational coverage

• Personally responding to and resolving financial customer enquiries

• Ensuring the accurate and timely processing of invoices, payments, credit notes, and other financial transactions

• Monitoring outstanding invoices and account reconciliations and resolving financial discrepancies

• Acting as the senior point of contact for complex enquiries, escalations, and complaints

• Monitoring the team’s quality, service levels, and performance

• Conducting one-to-one meetings, supporting employee development, and contributing to recruitment and onboarding

• Identifying recurring issues and improving financial processes

• Working with other departments to resolve issues relating to customer accounts and invoicing

What Do You Bring?

• Bachelor’s-level working and thinking ability, preferably in finance, accountancy, or business administration

• One to three years of relevant experience in finance, financial administration, invoicing, or financial customer service

• Experience communicating directly with customers and resolving financial enquiries

• Experience coordinating, supporting, or coaching colleagues is an advantage

• Good knowledge of financial administration processes and experience using financial systems

• Strong analytical, organisational, communication, and problem-solving skills

• An accurate, trustworthy, and customer-focused approach

• Excellent written and spoken Dutch and English

• Availability for at least 32 hours per week; full-time availability is preferred

What We Offer

• A modern office in The Hague, easily accessible by public transport, with travel expenses reimbursed

• Catered office lunches and a continuous supply of coffee, tea, soft drinks, snacks, and fresh fruit

• Three fixed office days per week, with the flexibility to work from home on the remaining days

• An open and inclusive culture where you can be yourself and your ideas are valued

• Plenty of opportunities to learn and grow—we invest in developing your skills

• Excellent primary and secondary employment benefits to support you in your role