Rogier Berger | Manager
''Ons team gebruikt de nieuwste technologie om zakelijke toekomsten te bedenken, te leveren en uit te voeren.''
(Senior) Consultant Service Excellence
(Senior) Consultant Service Excellence
Be the true you
Be part of a team of Service Excellence professionals that is driving transformational change and work to empower clients in utilizing their Contact Center solutions in the most effective manner. At Deloitte.
Within our Service Excellence team we help our clients deliver efficient and personalized customer service experiences through advanced contact center solutions and streamlined integration. You will join a team of highly motivated people, who are working together to help organizations turn their customer experiences into a business differentiator through connected, personalized interactions across the enterprise and omnichannel experiences that drive customer satisfaction and loyalty.
Benefits
- You’ll receive a profit-sharing bonus. On top of your fixed salary.
- Continuous professional growth. Join our development program.
- A work-from-home office setup allowance to make sure you have everything you need for an ergonomically designed workstation and internet allowance.
- Work part-time (32 hours a week) or full-time (40 hours a week).
- Flexible working hours, you are in charge of your own calendar.
- 26 days of paid annual leave, and the opportunity to purchase additional leave.
- The option to exchange three national holidays for three non-national holidays.
- A good mobility scheme: the choice of various options such as a lease car, travel by public transport, a cash option or a combination of these.
- A laptop and iPhone. The iPhone can be for personal use.
- A good pension scheme with a personal contribution of only 2%. For a comfortable future.
- An opportunity to take part in our collective health insurance scheme.
- An opportunity to benefit from tax-efficient facilities such as fitness, a bicycle scheme or the opportunity to lease a bicycle.
- The opportunity to use 55 hours of babysitting service per calendar year, if your child is 12 years old or younger.
- An opportunity to benefit from tax-efficient facilities, such as company fitness and a bicycle scheme.
- A flexible budget, which you can use to make choices in flexible benefits, for example: purchasing extra leave days or financing a bicycle plan.
- Six weeks of fully paid birth leave for traditional households and rainbow families.
Be the true you
Degree or equivalent with 3-5 years’ experience of CRM and contact center solutions, with proved implementation experience gained within a contact center environment, software vendor or business consultancy.
- Deep hands-on experience with modern cloud-based Contact Center platforms, Genesys experience is a pré
- Proven experience advising and implementing core Contact Center capabilities, such as Quality Management, Workforce Management, intelligent routing, IVR / self-service, and agent desktop optimization
- Configuration and implementation experience across Contact Center technology stacks
- Demonstrated ability to translate Contact Center operational challenges into technology-driven solutions
- Proven track record in participating in Customer Service system implementations or workstreams, being part of cross-functional teams (IT, operations, CX, vendors) and guiding clients through design, build, test, and rollout phases
- Strong understanding of Customer Service best practices and operating models, including KPIs, service levels, customer journey design, workforce optimization, and continuous improvement
- Analytical and structured problem-solving skills, with the ability to work with complex data, operational metrics, and business requirements to drive measurable outcomes
- Experience working in complex enterprise environments, collaborating with ecosystem partners across CRM, conversational AI, and cloud platforms to deliver integrated end-to-end service solutions
- Flexibility and willingness to travel, combined with a client-first mindset and the confidence to engage with stakeholders from operational leads up to senior management
What impact will you make?
What do we offer?
A high performance environment with motivated colleagues and the tooling to enable success. You’ll benefit from continuous learning and development, coaching from experienced sales practitioners, exposure to strategic, high profile pursuits and a supportive, collegiate team culture. We also offer a flexible, hybrid working model and opportunities to grow your career within one of the largest professional services firms in the Netherlands.
(W)here
Within our Sales Excellence teams, cooperation and personal development are key. With over 7,500 people in 15 offices across the Netherlands, Deloitte is a leading provider of professional services. Our work areas include Audit & Assurance, Strategy, Risk & Transaction Advisory, Support, Tax & Legal, and Technology & Transformation.
Are you determined to win, get the best out of people, have a team player mentality and a knack for thinking creatively? Let’s have a coffee to discuss.At Deloitte we work hybrid — combining time at the office and at home — to support both collaboration and flexibility.Deloitte is an inclusive employer and welcomes applications from everyone. If you’d like to discuss reasonable adjustments during the recruitment process, please let us know.
Together makes progress
Connect your future to Deloitte
How do you do this?
As a (Senior) Consultant Service Excellence you will have the opportunity to play a key role in solving complex challenges for industry-leading clients in collaboration with our experienced Service Excellence team . Specifically you will:
- Lead the analysis, design, and optimization of end-to-end Customer Service processes, translating business objectives into scalable service architectures
- Act as a trusted advisor to (senior) client stakeholders on service transformation, customer experience strategy, and operational excellence
- Facilitate (executive-level) workshops focused on service design, AI-driven innovation, omnichannel orchestration, and continuous improvement
- Define and translate complex business requirements into actionable solution designs
- Leverage and connect best-in-class ecosystem platforms across CRM, conversational AI, and cloud technologies—working closely with strategic alliances to deliver seamlessly integrated, end-to-end service solutions (e.g. Salesforce, Microsoft, Genesys, Cognigy, etc.)
- Oversee the configuration, implementation, and testing of cloud-based Contact Center capabilities, ensuring alignment between business outcomes and platform capabilities
- Drive the adoption of advanced capabilities such as AI-powered analytics, conversational interfaces, intelligent routing, and automation to enhance both customer and agent experiences;
- Support programme and transformation management across large-scale service initiatives, ensuring delivery quality, stakeholder alignment, and value realization
- Contribute to the growth of the Sales & Service practice through thought leadership, eminence, capability development, business development, and mentoring of junior consultants
We would like to meet you!
We are curious to know more about you. To learn what makes you exceptional. Because at Deloitte, we believe that our mutual differences add value to our client's needs. Please introduce yourself and apply for this great opportunity.
Our application process
Select one of the steps for more information
Step 1: Preparation
You can apply for our vacancies online or send us an open application. We will ask you to tell us a bit more about yourself, such as your name and address, for example, and information about your educational background. You can upload your CV and a motivation letter. We will send you confirmation when we have received all your details.
Step 2: CV and motivation
You can upload your CV and a motivation letter. We will send you a confirmation when we have received all your details.
Step 3: The assessment
When a recruiter sees enough of a match with your profile, we will ask you to complete an online assessment. By playing four online games, we can see which qualities and talents you possess and whether they align with the position you've applied for.
Step 4: The interview
Depending on the scores of the career scan, you will be invited for a first interview with the recruiter. The first interview is held with a recruiter and someone from the team. We are curious about who you are, what you have done and what you expect from a new job. We also give you more insight into what we are looking for and what the tasks are that belong to the position. If both parties would like to discuss it further, you will be invited for a next interview. In these conversations, we go deeper into the content. What is your talent and what skills do you manage? You can during one of the next interviews get a case study.
Step 5: The offer
When all conversations have been satisfactorily completed (for both parties), an offer will follow. The recruiter will draw up the contract for you which you will receive digitally.
Questions or doubts? Get in touch.
Craig Robertson
Recruiter
We are pleased to offer you tips on how to responsibly combine AI with your unique qualities, ensuring that 'your recruitment process' truly represents you. Not sure if this vacancy is right for you? Please contact me.