Supervisor Client Service

What Does Your Role Look Like?

As Supervisor, you provide day-to-day leadership to a team of Service Desk representatives. You are responsible for delivering a consistent, high-quality customer experience, managing workloads effectively, and supporting the performance and development of your team.

You coordinate daily activities, monitor queues and service levels, and ensure customer requests are handled accurately and on time. Using approved AI-assisted quality tools, you monitor customer interactions, review the findings, and discuss strengths and areas for improvement with team members.

You act as the senior operational point of contact for complex customer questions, unresolved incidents, escalations, and complaints. You work closely with the Client Service Manager and other teams to resolve issues, maintain sufficient operational coverage, and continuously improve service quality.

A part of the role involves supervising specialised second-line agents who handle complex finance-related tasks. You should understand their work well enough to set priorities, monitor quality, and escalate issues. The specialists remain responsible for carrying out the detailed financial activities.

In this role, you will handle sensitive information. You are expected to comply with Digidentity’s policies and procedures relating to information security, privacy, and data protection. A strong commitment to customer service, confidentiality, security, accuracy, and quality is essential.

Key Responsibilities

• Lead the daily activities of the Service Desk, allocate work, set priorities, and ensure sufficient coverage.

• Monitor queues, workloads, service levels, and team performance to ensure customer requests are handled accurately and on time.

• Act as the senior point of contact for unresolved incidents, complex questions, escalations, and complaints.

• Monitor team interactions using approved AI-assisted quality tools and discuss findings, coaching needs, and improvement actions with team members.

• Support recruitment, onboarding, training, performance reviews, and the ongoing development of the team.

• Maintain clear procedures and report on service levels, quality, workloads, and recurring opportunities for improvement.

• Supervise a small group of specialised second-line finance agents and coordinate the appropriate allocation and escalation of financial tasks.

• Ensure compliance with company policies and escalate fraud, data protection, security, and other significant operational risks.

What Do You Bring?

• Higher professional education (HBO) level or equivalent professional experience, with at least two years of relevant customer service or Service Desk experience.

• Previous experience coordinating, coaching, or supervising colleagues is preferred.

• Strong leadership, organisational, and problem-solving skills.

• Customer-focused and able to handle complex questions, escalations, and complaints professionally.

• Experience with workload allocation, service levels, quality monitoring, and operational reporting.

• Strong digital skills and sufficient understanding of financial processes to recognise when escalation is required.

• Excellent command of Dutch and English, with a strong sense of integrity, confidentiality, and accountability.

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