Customer Service Supervisor - Coventry

Volvo Trucks; Coventry; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

25 days holiday

Generous pension plan

Healthcare plan

Job summary

Volvo Trucks is seeking a dedicated CSR Supervisor for Coventry to lead the Customer Service Representative team and oversee daily workshop reception activities. The role focuses on maintaining high standards of customer satisfaction and efficient service delivery.

You will supervise, schedule, and coordinate with workshop staff, ensuring professional handling of inquiries and timely resolutions while driving continuous improvement and strong relationships with customers and suppliers.

Qualifications

• Previous experience in a supervisory role within the automotive, commercial vehicle, or heavy truck industry.
• Excellent customer service and communication skills.
• Strong organisational and leadership abilities.
• Good knowledge of workshop operations and service processes.
• Ability to prioritise tasks and perform well under pressure.
• Computer literacy, including workshop management systems and Microsoft Office.
• Knowledge of Volvo Truck and Bus products/systems an advantage

Responsibilities

• Supervise and support the Customer Service Representative (CSR) team to ensure excellent customer service.
• Manage daily workshop and service reception operations.
• Schedule customer appointments and coordinate with workshop staff to maximise efficiency.
• Ensure customer enquiries and concerns are handled professionally and resolved promptly.
• Monitor service quality and maintain Volvo standards for customer satisfaction.
• Prepare and review service documentation, quotations, and invoices.
• Build and maintain strong relationships with customers, fleet operators, and suppliers.
• Coach, mentor, and develop team members to improve performance and productivity.
• Monitor key performance indicators (KPIs) and implement continuous improvement initiatives.
• Ensure compliance with company policies, health and safety regulations, and Volvo operational standards

Skills

Leadership

Customer service

Communication

Workshop operations

Organization

Microsoft Office

Volvo knowledge

Tools

Microsoft Office

Job description

CSR Supervisor - Coventry

Competitive salary + bonus scheme!

Working: Monday to Friday - 0800hrs to 1600hrs (1/2 hr unpaid lunch).

We are looking for an experienced and motivated CSR Supervisor to join our Volvo Truck & Bus team. This is an excellent opportunity for a customer-focused professional with strong leadership skills and a passion for delivering exceptional service.

About You

• Previous experience in a supervisory role within the automotive, commercial vehicle, or heavy truck industry.
• Excellent customer service and communication skills.
• Strong organisational and leadership abilities.
• Good knowledge of workshop operations and service processes.
• Ability to prioritise tasks and perform well under pressure.
• Computer literacy, including workshop management systems and Microsoft Office.
• Knowledge of Volvo Truck and Bus products/systems an advantage

What Will You Be Doing

• Supervise and support the Customer Service Representative (CSR) team to ensure excellent customer service.
• Manage daily workshop and service reception operations.
• Schedule customer appointments and coordinate with workshop staff to maximise efficiency.
• Ensure customer enquiries and concerns are handled professionally and resolved promptly.
• Monitor service quality and maintain Volvo standards for customer satisfaction.
• Prepare and review service documentation, quotations, and invoices.
• Build and maintain strong relationships with customers, fleet operators, and suppliers.
• Coach, mentor, and develop team members to improve performance and productivity.
• Monitor key performance indicators (KPIs) and implement continuous improvement initiatives.
• Ensure compliance with company policies, health and safety regulations, and Volvo operational standards

What’s in it for you?

• Competitive salary + bonus
• 25 days holiday raising to 30 days + bank holidays with service
• Generous pension plan
• Enhanced maternity/paternity/foster leave
• Heathcare plan with access to dental insurance
• many discounts for yourself, family and friends including High St retailers, trave/hotel, theme park days out, plus many more!
• Ongoing training and professional development.
• Career progression opportunities within the Volvo Truck & Bus network.

We value your data privacy and therefore do not accept applications via mail.

Who We Are And What We Believe In

We are committed to shaping the future landscape of efficient, safe, and sustainable transport solutions. Fulfilling our mission creates countless career opportunities for talents across the group’s leading brands and entities.

Applying to this job offers you the opportunity to join Volvo Group. Every day, you will be working with some of the sharpest and most creative brains in our field to be able to leave our society in better shape for the next generation. We are passionate about what we do, and we thrive on teamwork. We are almost 100,000 people united around the world by a culture of care, inclusiveness, and empowerment.

At Volvo Trucks you will be part of leading the way towards a sustainable transport industry. For nearly a century we have been innovating for people – to make life easier, better and safer. Driving progress is our promise to customers, to the industry and to society. At Volvo Trucks we share a curiosity to learn, we work with passion and we embrace change to stay ahead. Join us, together we move the world we want to live in.