Customer Contact Centre Team Lead

Solus - an Aviva company; England; On-site; GBP 30,000 - 45,000; Full time

Job summary

Solus, a UK leader in vehicle repairs, is seeking a Customer Solutions Team Lead to join its leadership team. The successful candidate will coach and manage customer service agents, utilizing data to drive performance and ensure timely action on claims. This role offers a competitive salary and comprehensive benefits, contributing to an inclusive workplace that values candidates from diverse backgrounds.

Benefits

Competitive salary

Bonus opportunities

Company pension scheme

33 days holiday

Discounts on Aviva products

Share scheme

Wellbeing tools

Qualifications

• Experience in a leadership role, preferably in customer service.
• Strong analytical skills to assess data and trends.
• Ability to provide effective coaching and mentorship.

Responsibilities

• Lead and develop a team of customer service agents.
• Utilize data for decision-making and operational improvements.
• Conduct root cause analysis for trends and issues.

Skills

Coaching

Data analysis

Leadership

Problem-solving

Job description

The Role

This role offers an exciting and rewarding opportunity to be part of a leadership team working towards achieving the Solus company goal, Getting Our Customers Back To Normal. You will lead a team of customer service agents to identify and allocate repairs to the most appropriate repair centre, utilizing key data to make informed decisions for the best customer outcomes.

You will as the Solus Customer Solutions Team Lead;

1. Coach, mentor, and support to ensure sustainable change in operations and thinking.
2. Complete root cause analysis to identify trends, issues, and suggest solutions.
3. Model positive behaviour while proactively challenging thinking.
4. Use data to challenge assumptions and suggest improvements.
5. Act as a first-level escalation point for stakeholders, suppliers, customers, and your team.
6. Ensure team members are responsible for workload performance.
7. Monitor new claims via email and management systems to ensure timely action within SLAs.
8. Provide people leadership and development for our customer-focused team.

Qualifications

Who are Solus?

Owned by Aviva, Solus is a UK leader in vehicle repairs, returning cars to the road in an average of 11 days and maintaining a 4.6/5 customer rating. With an award-winning apprenticeship programme and industry awards, Solus is shaping the future of vehicle repair.

Why Join Solus?

We offer:

• Competitive salary based on location, skills, experience, and qualifications.
• Bonus opportunities tied to performance and company success.
• Company pension scheme with employer contributions.
• 33 days holiday (including bank holidays), with options to buy or sell up to 5 days.
• Up to 40% discount on Aviva products and other retailers.
• Share in Aviva's success through the Save As You Earn scheme.
• Supportive policies including parental and carers leave.
• Wellbeing tools like Income Protection and 24/7 GP access.

At Solus, we value inclusivity and encourage all applicants. If you're excited but don’t meet every requirement, we still encourage you to apply—your unique skills might be just what we need.

We guarantee an interview for disabled applicants meeting minimum criteria—please contact us after applying to inform us.

Ready to join us? Apply online today. Our team will contact you within 14 days.