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.

• 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.

• 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.

• 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.

• 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

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