Job description:

About the role

The Head of Customer Excellence is responsible for leading the operational delivery of interpreting services within the Public Sector domain. The role ensures efficient, high-quality, and compliant service delivery across Planning, Support, and Call Center activities, while driving performance, consistency, and continuous improvement.

Working closely with Contract Management, Vendor Management, Business Process Owner, the role safeguards stable operations, optimal capacity, and strong customer experience.

The Head of Customer Excellence leads the end-to-end operational delivery of interpreting services within the Public Sector domain, ensuring scalable, high-quality, and compliant service execution.

The role drives performance, operational excellence, and continuous improvement across Planning, Support, and Call Center functions, while enabling transformation through standardization, data, and automation.

Key Responsibilities

Operational leadership

Lead daily operations, ensuring efficient workflows and consistent service delivery.
Monitor performance against service levels, quality standards, and customer expectations.
Identify and address operational risks, bottlenecks, and improvement opportunities.
Act as escalation point for operational and service-related issues.
Drive operational efficiency and cost control to support margin performance.

People Management

Build a scalable team structure aligned with business growth and demand variability.
Lead, coach and develop Planning, Support, and Call Center teams.
Conduct performance reviews and set individual objectives with team members.
Set objectives and manage performance in line with team KPIs.
Foster a collaborative, accountable, and high-performing team environment.

Capacity and Resource Planning

Ensure adequate staffing and capacity planning across Planning, Support, and Call Center.
Monitor capacity against demand and peaks and escalate structural gaps when needed.
Work with Vendor Management to secure interpreter availability and efficient resource use.

Quality, Compliance and Process Improvement

Ensure compliance with procedures, contracts, service levels, and quality standards.
Address recurring deviations, non-compliance, and audit or QA follow-up actions.
Promote consistent working methods, clear ownership, and process improvement.

Performance, Reporting and Partner Oversight

Monitor performance through data, dashboards, reports, and KPIs.
Report on service performance, capacity, and operational risks.
Translate performance data into actionable insights and strategic improvements.
Oversee external partner performance and escalate structural underperformance.

Customer and Stakeholder Collaboration

Ensure delivery aligns with contractual obligations, tender commitments, and compliance requirements.
Ensure effective handling of customer incidents, feedback, and escalations.
Work with Account Management to improve client-specific service delivery.
Provide operational input for proposals, service design, and improvements.

Technology and Operational Continuity

Safeguard continuity of core systems and tools supporting service delivery.
Coordinate with the Business Process Owner on incidents and system improvements.
Keep teams and stakeholders informed on impacts, measures, and changes.
Drive adoption of automation, tech-supported workflows, and digital tools to improve scalability and efficiency.

Requirements

Bachelor’s degree or equivalent experience
5–7 years’ experience in service operations with team leadership responsibility
Proven ability to manage teams in fast-paced, time-critical environments
Strong customer focus with excellent project management and analytical skills
Experience in public sector or regulated environments is a plus
Proficiency in MS Office and operational/booking tools
Fluency in English and native or near-native Dutch
Strong leadership capabilities with a focus on performance, process improvement, and operational excellence

Benefits