At a Glance
- Tasks: Lead and inspire a customer service team to deliver top-notch support.
- Company: Join Exide Technologies, a leader in sustainable battery solutions.
- Benefits: Competitive salary, career development, and a focus on sustainability.
- Other info: Dynamic work environment with opportunities for growth and innovation.
- Why this job: Make a real impact in a company driving the energy transition.
- Qualifications: Experience in customer service and team leadership required.
The predicted salary is between 30000 - 40000 € per year.
Exide Technologies (www.exidegroup.com) is an internationally leading provider of innovative and sustainable battery storage solutions for automotive and industrial applications. With more than 135 years of experience, Exide has developed and globally marketed innovative batteries and systems, contributing to the energy transition and driving a cleaner future. Exide Technologies' culture and strategy are centered on recycling, sustainability, and environmental responsibility. The company has 11 manufacturing and 3 recycling facilities across Europe, ensuring resilience and a low CO2 footprint with a local supply chain. With a team of 5,000 employees, we provide €1.6bn energy storage solutions and services to customers worldwide, every year.
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.
- Quality, KPIs & Continuous Improvement
- 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.
Knowledge, Skills & Experience
- Essential
- 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.
- Desirable
- Experience working with CRM / ERP systems.
- KPI reporting and performance management experience.
- Experience in a manufacturing, service, or B2B environment.
Customer Service Supervisor in Manchester employer: Exide Group
Exide Technologies is an exceptional employer, offering a dynamic work environment that prioritises sustainability and innovation in battery storage solutions. With a strong focus on employee development, the company provides ample opportunities for growth and advancement within its collaborative culture, ensuring that every team member contributes to a cleaner future while enjoying a supportive workplace. Located across Europe, Exide's commitment to environmental responsibility and local supply chains enhances job satisfaction and aligns with the values of those seeking meaningful employment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Supervisor in Manchester
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the hunt for a Customer Service Supervisor role. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by researching Exide Technologies and their commitment to sustainability. Show them you’re not just another candidate; you’re genuinely interested in their mission and how you can contribute to their customer service excellence.
✨Tip Number 3
Practice your responses to common interview questions, especially around team leadership and performance management. We want you to shine when discussing how you can lead and motivate a customer service team to meet those KPIs!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the Exide team and contributing to their innovative solutions.
We think you need these skills to ace Customer Service Supervisor in Manchester
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experience that match the Customer Service Supervisor role. Highlight your leadership experience and any relevant achievements in customer service to grab our attention!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer service and how you can contribute to our team. Be sure to mention your experience with KPIs and team management.
Showcase Your Communication Skills:Since strong communication is key for this role, make sure your application is clear and concise. Use proper grammar and structure to demonstrate your written communication skills right from the start.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Exide Group
✨Know the Company Inside Out
Before your interview, make sure you research Exide Technologies thoroughly. Understand their commitment to sustainability and recycling, as well as their innovative battery solutions. This knowledge will not only impress your interviewers but also help you align your answers with the company's values.
✨Showcase Your Leadership Skills
As a Customer Service Supervisor, you'll need to lead and motivate a team. Prepare examples of how you've successfully managed teams in the past, focusing on your coaching and performance management skills. Be ready to discuss specific situations where you improved team performance or resolved conflicts.
✨Demonstrate Your Problem-Solving Ability
Expect questions about handling customer complaints and escalations. Think of real-life scenarios where you turned a negative customer experience into a positive one. Highlight your strong communication skills and how you prioritise customer satisfaction while adhering to company policies.
✨Prepare for KPI Discussions
Since monitoring KPIs is a key part of the role, be prepared to discuss your experience with performance metrics. Bring examples of how you've used KPIs to drive improvements in customer service. This shows that you understand the importance of data in enhancing service quality and efficiency.
