Hybrid Customer Service Team Leader at VELUX

Are you passionate about customer experience, people leadership, and home improvement solutions? Join the VELUX Group as a Customer Service Team Leader in Italy and take the lead in transforming how we support customers through seamless and professional installation experiences.

At VELUX, our mission is to transform our customers' homes by providing personalized advice to optimize their well-being through natural light and fresh air. As a preferred partner, we are involved from the initial planning stage through to final installation to ensure a real impact on every project. 

As a Customer Service Team Leader, you will report to the Consumer Services Market Manager and lead the Installation Services team in the Italian market. Operating within a regional Southern Europe organization, your mission is to develop and empower your team to ensure excellent installation execution and customer satisfaction.

Your challenges

• Build, inspire, and lead a team of Installation Service Advisors, providing coaching, training, and regular performance feedback to drive engagement and results.
• Promote a mindset of continuous improvement, positioning yourself as the go-to expert for operational processes, available tools, and internal best practices.
• Monitor performance data in close collaboration with the Customer Service Manager, identifying areas for improvement and supporting your team in increasing the conversion rate — the primary KPI.
• Ensure optimal team organization by assigning incoming leads, managing workload distribution, and overseeing availability (vacations, sick leave) to maintain service continuity.
• Conduct regular team briefings, sharing key results and aligning on priorities
• Guarantee service quality and customer satisfaction, by identifying training needs, tracking project progress (e.g., delayed payments)
• Cultivate team cohesion and motivation,
•  Develop internal reporting tools with input from your manager and the team.
• Act as the key interface between the Market Manager and your team — helping to align strategy, feedback, and field realities.

Your profile

We expect :  

• Good interpersonal skills, ability to inspire, motivate, and engage team members effectively. 
• Deep understanding of the customer journey and digital lead acquisition strategies 
• Proactive approach to drive positive change and consistently seeking innovative solutions. 
• Active listening skills and a talent to foster team spirit 
• Ability to thrive in fast-paced environments and demonstrate the capacity to manage multiple priorities efficiently. 
• Your strong interest in home improvement and interior design will be assets  

In addition, you should have :  

• At least 3 years of experience in customer relations, ideally in a B2C or service-oriented environment.
• Previous experience in team leadership is a strong asset.
• Proficiency in MS Office 365, CRM, omnichannel applications (e.g., C4C, Genesys), and analysis/reporting tools (e.g., SAC, Webi) or equivalents, for effective management and decision-making processes. 
• English language skills at B2 level, enabling effective communication in a global context. 

If you are ready to take on this challenging and rewarding role, join us at VELUX, and let's embark on this exciting journey together! 

Your opportunities 

You will be part of an international company where commitment and mutual respect are among our core values. Teamwork and commitment are essential to the way we work. We believe in empowering people, and we support this through delegating responsibility and investing in people who want to make a difference. We work as one team to achieve our targets, and we need your good spirit and commitment to meet our goals.