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

What does your role entail? As Supervisor, you provide day-to-day leadership to a team of Service Desk representatives. You are responsible for a consistent, high-quality customer experience, effective workload management, and the performance and development of your team. You coordinate daily activities, monitor queues and service levels, and ensure that customer requests are handled accurately and on time. You monitor interactions across the team using approved AI-assisted quality tools, review the findings, and discuss them with agents to recognise strengths and agree areas for improvement. You act as the senior operational point of contact for complex customer questions, unresolved incidents, escalations, and complaints. You work closely with the Client Service Manager and other teams to resolve issues, maintain operational coverage, and continuously improve service quality. As a small part of the role, you also supervise a few specialised second-line agents who handle complex finance-related tasks. You are expected to understand their work well enough to set priorities, monitor quality, and elevate issues, while the specialists retain responsibility for the detailed finance activities. In this role, you will handle sensitive information. You are expected to comply with Digidentity's policies and procedures relating to information security, privacy, and data protection. A strong commitment to customer service, confidentiality, security, accuracy, and quality is essential.

Key Responsibilities

• Leading the daily activities of the Service Desk, allocating work, setting priorities, and ensuring appropriate coverage
• Monitoring queues, workloads, service levels, and team performance to ensure customer requests are handled accurately and on time
• Acting as the senior point of contact for unresolved incidents, complex queries, escalations, and complaints
• Monitoring agent interactions using approved AI-assisted quality tools and discussing findings, coaching needs, and improvement actions with team members
• Supporting recruitment, onboarding, training, performance reviews, and the ongoing development of the team
• Maintaining clear procedures and reporting on service levels, quality, workloads, and recurring improvement opportunities
• Supervising a small group of specialised second-line finance agents and coordinating the correct routing and escalation of complex finance work
• Ensuring compliance with company policies and escalating fraud, data-protection, security, and other significant operational risks

Knowledge, Skills and Experience

• HBO-level education or equivalent working experience
• At least two years of relevant customer service or service desk experience
• Previous experience coordinating, coaching, or supervising colleagues is preferred
• Strong people-leadership skills: setting priorities, giving feedback, and managing performance
• Strong customer focus and the ability to handle complex questions, escalations, and complaints
• Strong analytical, organisational, and problem-solving skills, with close attention to detail
• Experience with service levels, queue management, quality monitoring, and operational reporting
• Ability to turn procedures into clear guidance, working instructions, and training
• Confident communication and collaboration with customers, colleagues, managers, and specialist teams
• Strong digital skills and confidence using service desk and administrative systems
• Sufficient financial-process awareness to supervise specialist agents and recognise when escalation is required
• Excellent Dutch and English, with high integrity, confidentiality, and accountability

Solera is the global leader in vehicle lifecycle management software-as-a-service, data, and services. Through four lines of business - vehicle claims, vehicle repairs, vehicle solutions and fleet solutions - Solera is home to many leading brands in the vehicle lifecycle ecosystem, including Identifix, Audatex, DealerSocket, Omnitracs, LoJack, Spireon, eDriving/Mentor, Explore, CAP HPI, Autodata, and others. Solera empowers its customers to succeed in the digital age by providing them with a "one-stop shop" solution that streamlines operations, offers data-driven analytics, and enhances customer engagement, which Solera believes helps customers drive sales, promote customer retention, and improve profit margins. Solera serves over 300,000 global customers and partners in 100+ countries. For more information, visit www.solera.com.