Customer Service Quality Manager

Hunkemöller’s looking for a Quality Manager for our Customer Service department. Our fun and passionate team aims to deliver the best possible experience to all of our customers. Join our journey of being a much loved, social and inclusive brand and contribute to our success.

YOUR TASKS

Please note that the location of this vacancy will be moving from Almere to Hilversum as from Summer 2026!

The job:

• Developing a complete Quality program from onboarding to improving and monitoring our lovely team of multilingual agents.
• Contribute to our strategic plan on how to deliver World Class Service in our dynamic Omnichannel environment.
• Taking ownership in the complete Quality cycle, including management of our coaches.
• You will get the possibility to have a huge impact on our Customer Experience, not only within our Customer Service team but within the entire E-commerce department!
• Co-responsible for reducing the number of cases handled by Customer Service by resolving friction points in the customer journey.

The ideal candidate:

• Has a passion for Customer experience and knows how to inspire others.
• At least 3 years of experience coaching on senior level within a Customer Service department.
• Experience in creating end to end Quality programs with long and short term goals.
• Proactive and flexible attitude, you know when to steer on predefined goals, but also when to adjust them to new situations.
• Fluent in English and another European language, preferably Dutch or German.
• Previous experience in managing a team of professionals.
• Experience in reducing the number of cases by leveraging an (external) bot is a plus/must-have.
• Experience working with an external Customer Service partner is a plus.

Hunkemöller strives to be a much loved, social and inclusive brand. A place where people love to work, are proud of the brand, and where we create true brand ambassadors. Working in a passionate, energetic, design-led and performance-driven environment where our key customer persona 'Shero' sits at the heart of everything we do. Hunkemöller is certified TOP EMPLOYER of the Netherlands 2024, which underlines our people initiatives and achievements.

WE OFFER YOU

HYBRID WORK

Benefit from the flexibility of working from home, ensuring you can maintain productivity from anywhere. We have a 60:40 policy based on your working hours.

BUY & SELL DAYS

Every year in April, you will be eligible to buy or sell additional vacation days.

HUNKEMOLLER ACADEMY

Continuous learning opportunities and professional growth are supported through various training programs and workshops.

25 HOLIDAYS

You will get 25 holidays per annum, based on a fulltime role.

25-55% STAFF DISCOUNT

Our products are much loved with our employees. As part of the brand, you will receive a discount of 25% on all Hunkemoller products. On some Mondays we have an additional sale on our newest collections. On top of the 25% discount, you will receive an additional 25 - 35% discount.

WORK FROM ABROAD

Get the opportunity to work from abroad for up to 2 weeks!