Automotive Customer Service Supervisor Hybrid KPI-Driven

Customer Service Supervisor Automotive M/F

Job Purpose

The Customer Service Supervisor is responsible for leading, motivating, and developing the customer service team to deliver a high quality, consistent service to customers. The role ensures customer enquiries and orders are handled efficiently, KPIs are met, and processes are followed in line with company standards. The Supervisor acts as a key point of escalation and a link between Customer Service, Sales, Operations, and other internal stakeholders.

Key Responsibilities Team Leadership & Performance Management

• Lead, coach, and support the customer service team to achieve service levels and performance targets.
• Set clear expectations, conduct regular one to ones, performance reviews, and appraisals.
• Manage attendance, holidays, timekeeping, and adherence to company policies and procedures.
• Identify training needs and support ongoing development of team members.

Customer Service Operations

• Oversee day to day handling of customer enquiries, orders, complaints, and escalations.
• Act as the main escalation point for complex or high risk customer issues.
• Ensure accurate and timely processing of customer orders, documentation, and system updates.
• Monitor workload distribution and ensure effective resourcing to meet demand.
• Monitor team performance against agreed KPIs (e.g. response times, order accuracy, customer satisfaction).
• Review customer feedback and identify trends or improvement opportunities.
• Support implementation of process improvements to enhance efficiency and service quality.
• Ensure compliance with internal procedures, audit requirements, and quality standards.

Stakeholder Management

• Maintain effective working relationships with Sales, Operations, Logistics, Finance, and other departments.
• Liaise with customers as required to resolve issues and manage expectations.
• Provide regular reporting and updates to the Customer Service Manager.

Qualifications

• Previous experience in a customer service or service administration environment
• Experience supervising or coaching a team
• Strong communication skills (written and verbal)
• Good organisational skills with the ability to prioritise and manage multiple tasks
• Strong customer focus and problem solving ability
• Experience working with CRM / ERP systems
• KPI reporting and performance management experience
• Experience in a manufacturing, service, or B2B environment

Working Conditions

• Office based role with potential for hybrid working (subject to business needs)
• Standard UK working hours, with flexibility required at peak periods