Customer Service Team Lead Dutch / English speaking

Team Leader / Office Manager Dutch / English speaking

Location: Quinta do Lago, Portugal (office-based or hybrid)
Hours: Full time – 40 hours per week 

Department: Operations / Customer Support / HR

About the role

Newstel is looking for an experienced Team Leader / Office Manager to join our growing operations in Quinta do Lago, Portugal. This is a hands-on leadership role combining people management, office coordination and operational support, with a strong focus on delivering excellent customer service for at least two of our key campaigns.

You will be an effective and approachable leader, confident supervising customer service teams in an office and hybrid environment, managing schedules and supporting HR processes. You will share Newstel’s values of investing in our people, being customer-focused, and remaining agile and adaptable as we scale.

Key responsibilities: Team leadership & customer service supervision

• Lead, motivate and mentor customer service team members working from the office or working hybrid, building collaboration, accountability and high performance.


• Supervise day-to-day activity, ensuring service levels, quality standards and KPIs are consistently met or exceeded.


• Act as a subject matter expert, supporting the team with escalations and complex customer queries.


• Conduct regular 1:1s, team meetings and performance reviews, providing clear feedback and coaching.


• Identify individual strengths and development needs, creating performance and improvement plans where required.


• Recognise and reward strong performance, promoting engagement and professional growth.

Scheduling, training & quality

• Create and manage team schedules and rotas to ensure adequate coverage in line with client and business requirements.


• Oversee onboarding and training of new starters, ensuring training plans are followed and completed to a high standard.


• Supervise ongoing coaching, refresher training and quality initiatives to continuously improve customer experience.


• Proactively identify trends in customer contacts and operational challenges, making clear, data-driven improvement recommendations.

Office management & HR support

• Act as the on-site point of contact for the office, ensuring a professional, organised and well-run working environment.


• Support HR administration, including attendance monitoring, holiday tracking, absence reporting and basic employee documentation.


• Assist with employee onboarding processes, office inductions and coordination of training schedules.


• Ensure team compliance with company policies, procedures and local employment requirements.


• Support senior management with reporting, people data and operational updates as required.

Operational & client support

• Assist with day-to-day operational tasks, including order processing and ticket management where needed.


• Produce or update regular reports on team performance, quality and engagement for senior management and clients.


• Attend internal and client meetings, communicating confidently and professionally at all levels.


• Engage promptly with internal communication channels (Slack and others) and maintain clear information flow between teams.

Skills & experience

Essential:

• Excellent Dutch and English communication skills, both written and verbal.


• Proven experience as a Team Leader, Supervisor, Office Manager or in a senior customer service role.


• Strong people-management skills, with the ability to coach, motivate and give constructive feedback.


• Experience supervising customer service teams in a fast-paced, consumer-facing environment.


• Confident using technology, including contact centre tools (Zendesk desirable) and MS Office / Google Workspace.


• Highly organised, proactive and solution-focused, with strong attention to detail.

Desirable:

• Experience supporting HR or people operations tasks.


• Exposure to scheduling, workforce planning or rota management.


• Interest in root cause analysis and continuous improvement.


• German speaker would be an advantage but not essential

Personal attributes

• Caring, empathetic and approachable leadership style.


• Positive, energetic and adaptable mindset.


• Customer-focused with a strong sense of accountability.


• Comfortable balancing operational delivery with people management.

Working requirements

• Ability to work from our Quinta do Lago office on a daily or hybrid basis. 


• Full-time availability (40 hours per week). 


• Flexibility to support business needs as required.

How you’ll know you’re successful

• Your teams consistently meet or exceeds KPIs and quality standards.


• Customer service performance and engagement scores improve over time.


• Training, coaching and 1:1s are completed on schedule.


• The office operates smoothly, with strong attendance, compliance and morale.


• You deliver your own responsibilities reliably and proactively.


• HR administration is completed accurately and on time.

Hiring process

We take a thorough but respectful approach to hiring and see this as a two-way process:

• Initial assessment


• First interview (Face to face)


• Final interview with senior management and/or client

If you’re an experienced people leader who enjoys being hands-on, supporting teams and keeping an office running smoothly, we’d love to hear from you.