Do you speak Norwegian and English fluently? Are you passionate about leading teams and delivering exceptional customer service?
We are seeking a Customer Experience Supervisor to join a leading automotive company and their expanding team. In this role, you will support both the Norwegian and UK markets, helping to drive exceptional customer service across both regions. This is a fantastic opportunity for a bilingual professional with prior experience in customer service management to make a significant impact. Please note that the role is hybrid, requiring travel between their Daventry and Dunton locations, with at least two days a week in the office.
What You'll Do:
- Supervise and Support the Team: Lead, mentor, and coach a team of Customer Experience Specialists, ensuring high standards of service and productivity are met.
- Drive Continuous Improvement: Analyse customer feedback, call trends, and performance data to identify areas for process improvements and provide actionable recommendations to the Senior Operations Manager.
- Handle Escalated Calls: Support the team in resolving complex customer issues by offering guidance and stepping in to handle escalated calls when necessary.
- Ensure Service Excellence: Monitor and maintain service levels, ensuring that all operational goals and SLAs are met or exceeded.
- Collaboration: Work closely with key internal teams to ensure smooth operations and implement system enhancements.
- Recruitment & Onboarding: Help interview, onboard, and ensure a positive employee experience for new hires.
What You Bring to the Role:
- Fluency in Norwegian and English: You'll need to be fluent in both languages (C1/C2 level) with strong verbal and written communication skills.
- Experience in Contact Centers: A solid background in customer service, ideally with experience in managing teams of agents in a contact or call center environment
- Leadership Skills: Proven ability to lead, motivate, and coach teams to improve performance and drive customer satisfaction.
- act center technologies, customer tracking systems, and reporting tools.
- Problem-Solving & Time Management: Strong multitasking, organizational, and planning skills, with the ability to adapt in a fast-paced environment.
- People Skills: Excellent interpersonal skills to collaborate with internal teams and interact with management at all levels.
Given the nature of the role candidates must have excellent command of Norwegian and English (both written and oral). If you feel you are the suitable candidate for the role and are available immediately, please send your CV in WORD format to .
Please be advised CVs will be treated in the strictest of confidence and that your application will not be forwarded without your permission. We aim to respond promptly to your application however, due to the high level of CVs we receive we are only able to respond to applicants whose profile matches our client's requirements.