recharge vacatures

WE ARE SHELL RECHARGE SOLUTIONS

We're on a mission to enable cleaner transportation for everyone, driving the way towards a lower-carbon future. We do this by designing and building solutions for charging electric vehicles at home, at work, and on-the-go.

With some of the most passionate and experienced minds on our side, we aim to make charging easy and accessible. Our award-winning services include charge points, a mobile app, and a charge card, providing access to 600,000 charge points in over 33 countries.

YOUR TEAM IS IN CHARGE OF

We believe that every customer interaction is an opportunity to deliver a remarkable experience. As a Customer Excellence Manager, you'll play a critical role in shaping these experiences by providing leadership to teams that are dedicated to understanding, supporting, and delighting our customers at every touchpoint. If you're motivated by helping others and thrive on building strong relationships, we want you to be a part of our customer-first team.

Your mission is to create seamless, personalized, and thoughtful customer experiences that drive customer loyalty and satisfaction. You will lead and empower a team of Customer Excellence Team Leads that see every interaction through the eyes of the customer, delivering tailored solutions to their unique needs. Your goal is to ensure that every customer feels heard, valued, and supported.

As a Customer Excellence Manager, you will be accountable for the performance of our front-line Customer Excellence Operational Teams that provide support to SRS customers across Europe, ensuring that their performance meets the agreed departmental KPIs and SLAs on a consistent basis.

The Customer Excellence Manager has line responsibility for Customer Excellence Team Leads and will report to the Head of Customer Excellence.

THIS IS HOW YOU WILL CONTRIBUTE

Your core accountabilities are to...

• Provide clear leadership, coaching, direction and support to a group of Team Leaders, ensuring that:
  • Operational strategy and performance targets are fully understood and consistently delivered.
  • Regular reviews are in place to track progress against KPIs.
  • Clear action plans are in place when targets are not being met to mitigate under-performance.
• Develop a ‘high-performance’ culture within each team, with a focus on meeting key performance indicators including:
  • Agent Productivity – consistently achieving calls and cases targets.
  • Agent Quality – ensuring quality measures drive CSAT & NPS improvements.
  • Agent Behaviours – developing teams that ‘live’ the values and attributes of the SRS Organisation.
• Ensure effective resourcing of each Operational Team, that results in:
  • Staffing levels in line with agreed budgets.
  • Recruitment pipeline in place ensuring the on-boarding of CE Agents with the right skills and behaviours.
  • Contract renewals process in place and linked to recruitment pipeline.
• Ensure that coaching support is in place and effective in driving improvements in agent performance, where necessary.
• Work closely with Head of Training to ensure that Quality reporting measures are effective for the respective teams.
• Provide regular reviews to Head of CE on the operational performance of the teams within your scope, ensuring that when SLAs are not being met there is a clear action plan in place to bring performance back to target.
• Work with Head of CE Projects to identify opportunities to improve Customer Experience and reduce ‘failure demand into CE.

Success will be when you...

• Lead by example to inspire a customer-centric, high-performance culture within the team where each interaction prioritizes the customer's needs.
• Ensure the team deeply understands our customers—listening to their feedback, anticipating their needs, and proactively addressing concerns.
• Foster an environment where team members feel empowered to take ownership of customer issues and resolve them with creativity and care.
• Utilize customer feedback and service metrics to drive continuous improvement, ensuring your decisions are guided by what will benefit the customer most.
• Drive a culture of customer-centric innovation, where ideas are encouraged and tested to improve the overall customer experience.

THE PERSON WE ARE LOOKING FOR

Has experience of…

• Ideally, a minimum of 2-3 years of working experience in a similar role in providing Customer Excellence in an international B2B / B2C market.

• MUST HAVE a minimum of 3 years Team Leader experience, managing and developing front line Customer Excellence agents.

Is skilled at…

• Motivating teams to get the best performance and results.

• Stakeholder management, on various levels of seniority.

Is...

• You are very analytical - you ensure you are factual, careful and specific to prove your point with the best data- and work in a highly structured manner.

• You are goal oriented -on the ball- and able to translate plans into action.

Fluent in Dutch and English, verbal and written.

Has knowledge of…

• Technical product knowledge is an advantage.

WHAT IS IN IT FOR YOU?

Working at Shell Recharge Solutions means working in a fun, fast-growing international company with big ambitions.

By joining us, you will:

• Contribute to a more sustainable future;
• Become an expert in e-mobility;
• Work in an open and diverse culture with colleagues from all over the world;
• Receive a competitive salary that fits your experience + yearly bonus;
• Receive a work from home budget to professionally equip your home office;
• Have 28 paid days of annual leave based on a 40 hour work week;
• Be able to spend up to 5 working days a year on volunteering;
• Develop your skills and expertise through several training sessions. Besides this, you will receive a personal training budget and set your annual goals with your personal development plan;
• Enjoy our monthly fun get-togethers (drinks), our annual winter and summer outing, and lots of other events or sport teams initiated by colleagues.

Please note: If you don't see yourself fully reflected in every job requirement listed on the posting above, we still encourage you to reach out and apply. Research has shown that women and underrepresented groups often only apply when they feel 100% qualified. We are committed to creating a more equitable, inclusive and diverse company and we strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientation, and life experiences to apply.