Finance Supervisor

pAre you customer-focused, highly organised, and ready to lead a team? As Service Desk Supervisor, you combine daily coaching and coordination with safeguarding the customer experience. You ensure customer requests are handled correctly and on time, support the development of team members, and monitor the team’s quality and performance. /ppFulltime / Parttime (40 - 32 hours) · The Hague, Netherlands /pWhat Does Your Role Look Like?brOntdek hieronder precies welke vaardigheden, ervaring en kwalificaties u nodig heeft om te slagen in deze functie, voordat u solliciteert.brpAs 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. /ppYou 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. /ppYou 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. /ppA 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 elevate issues. The specialists remain responsible for carrying out the detailed financial activities. /ppIn 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. /pKey ResponsibilitiespLead the daily activities of the Service Desk, allocate work, set priorities, and ensure sufficient coverage. /ppMonitor queues, workloads, service levels, and team performance to ensure customer requests are handled accurately and on time. /ppAct as the senior point of contact for unresolved incidents, complex questions, escalations, and complaints. /ppMonitor team interactions using approved AI-assisted quality tools and discuss findings, coaching needs, and improvement actions with team members. /ppSupport recruitment, onboarding, training, performance reviews, and the ongoing development of the team. /ppMaintain clear procedures and report on service levels, quality, workloads, and recurring opportunities for improvement. /ppSupervise a small group of specialised second-line finance agents and coordinate the appropriate allocation and escalation of financial tasks. /ppEnsure compliance with company policies and elevate fraud, data protection, security, and other significant operational risks. /pWhat Do You Bring?pHigher professional education (HBO) level or equivalent professional experience, with at least two years of relevant customer service or Service Desk experience. /ppPrevious experience coordinating, coaching, or supervising colleagues is preferred. /ppStrong leadership, organisational, and problem-solving skills. /ppCustomer-focused and able to handle complex questions, escalations, and complaints professionally. /ppExperience with workload allocation, service levels, quality monitoring, and operational reporting. /ppStrong digital skills and sufficient understanding of financial processes to recognise when escalation is required. /ppExcellent command of Dutch and English, with a strong sense of integrity, confidentiality, and accountability. /pWhat We OfferulliA modern office in The Hague, easily accessible by public transport, with travel expenses reimbursed /liliCatered office lunches and a continuous supply of coffee, tea, soft drinks, snacks, and fresh fruit /liliThree fixed office days per week, with the flexibility to work from home on the remaining days /liliAn open and inclusive culture where you can be yourself and your ideas are valued /liliPlenty of opportunities to learn and grow—we invest in developing your skills /liliExcellent primary and secondary employment benefits to support you in your role /li /ulbWe handle the recruitment and selection for this vacancy ourselves. xgiwjmb Thank you, intermediaries. /bbr