Senior Service Desk Supervisor - Client Service

Solera Corporation; Den Haag; On-site; EUR 45,000 - 62,000; Full time

Job summary

Solera is a global leader in vehicle lifecycle software and services; we are seeking a Supervisor to lead a Service Desk team. You will ensure a high‑quality customer experience, effective workload management, and the development of agents, coordinating daily activities and monitoring queues and service levels to resolve issues promptly.

You will also supervise a small group of second‑line finance agents, escalate complex finance tasks, and maintain procedures while upholding information

Qualifications

• HBO-level education or equivalent working experience.
• At least two years of relevant customer service or service desk experience.
• Experience coordinating, coaching, or supervising colleagues is preferred.
• Strong leadership and performance-management skills.
• Fluent Dutch and English with high integrity, confidentiality and accountability.

Responsibilities

• Lead daily activities of the Service Desk, allocating work and setting priorities.
• Monitor queues, workloads, service levels and team performance to ensure accurate and timely responses.
• Act as the senior point of contact for unresolved incidents, complex queries, escalations and complaints.
• Coach team members based on AI-assisted quality findings and drive improvements.
• Support recruitment, onboarding, training, and performance reviews.
• Maintain clear procedures and reporting on service levels and quality.
• Coordinate with specialized finance agents and manage escalation routing.
• Ensure compliance with company policies including data protection and security.

Skills

Leadership

Customer service

Coaching

Queue management

Performance management

Dutch

English

Finance awareness

Communication

Education

HBO-level education

Equivalent working experience

Tools

Service desk systems

AI quality tools

Job description

Solera is a global leader in vehicle lifecycle software and services; we are seeking a Supervisor to lead a Service Desk team. You will ensure a high‑quality customer experience, effective workload management, and the development of agents, coordinating daily activities and monitoring queues and service levels to resolve issues promptly.

You will also supervise a small group of second‑line finance agents, escalate complex finance tasks, and maintain procedures while upholding information