Customer Service Advisor

Solus - an Aviva company; Warrington; On-site; GBP 21,000 - 26,000; Full time

Benefits offered by this job

Competitive salary based on location

Bonus opportunity

Company pension scheme

33 days holiday

Discount on Aviva products

Save As You Earn

Parental and carer's leave

Wellbeing tools

Job summary

Solus - an Aviva company in Warrington is seeking a Customer Solutions Centre Advisor. You will be the first point of contact for customers, listening with empathy and guiding them through the repair journey with the support of our Aviva-backed toolkit.

With full training provided, you will carry out basic vehicle diagnostics and identify suitable repair solutions, working closely with the Warrington contact centre and the UK repair network to deliver the best outcomes.

Qualifications

• Passion for customer service and helping people.
• Strong communication and listening skills.
• Confident decision-maker with ownership of outcomes.
• Ability to work well in a fast-paced team environment.
• Automotive or technical knowledge is helpful but training provided.

Responsibilities

• Act as the first point of contact for customers, providing clear, empathetic and professional support
• Use training and in-house tools to complete a basic vehicle diagnosis and agree the best repair solution
• Take ownership of customer enquiries and guide them through the next steps in their journey
• Identify opportunities to improve customer satisfaction and contribute to a strong customer-focused culture
• Work collaboratively with colleagues in our Warrington contact centre and across our UK repair network

Skills

Customer service

Communication skills

Decision making

Teamwork

Automotive knowledge

Job description

Overview

At Solus, our purpose is simple. We get our customers back to normal. Our Customer Solutions Centre Advisors are the face of Solus. Working closely with Aviva, you will live our values and work principles while supporting customers at what can be a difficult time. You will be the first point of contact over the telephone, listening carefully, reassuring customers, and helping them move forward with confidence. With full training provided, you will carry out a basic vehicle diagnosis and identify the most appropriate repair solution for each customer. No two calls are the same, and no two customers are the same. What matters most is understanding what matters to them. You will join a supportive and collaborative team who work together to do the right thing for our customers. We focus on listening, problem solving and making decisions that lead to the best possible outcomes. Our customer solutions teams play a key role not just in Warrington, but in shaping the customer experience across our UK sites.

Responsibilities

• Act as the first point of contact for customers, providing clear, empathetic and professional support
• Use training and in-house tools to complete a basic vehicle diagnosis and agree the best repair solution
• Take ownership of customer enquiries and guide them through the next steps in their journey
• Identify opportunities to improve customer satisfaction and contribute to a strong customer-focused culture
• Work collaboratively with colleagues in our Warrington contact centre and across our UK repair network

Qualifications

• A genuine passion for customer service and helping people
• Strong communication and listening skills
• The confidence to make decisions and take ownership of customer outcomes
• The ability to work well as part of a team in a fast-paced environment
• Automotive or technical knowledge is helpful but not essential, as full training is provided

Solus, who are owned by Aviva, are one of the UK leaders in vehicle repairs, returning cars to the road in just 11 days on average and a 4.6/5 star customer rating. With an award-winning apprenticeship programme and winners of other recognised industry awards Solus are proud to be shaping the future of vehicle repair.

Why Join Solus?

• Competitive salary based on location, skills, experience, and qualifications.
• Bonus opportunity tied to your performance and the overall success of Solus.
• Company pension scheme with employer contributions.
• 33 days' holiday (including bank holidays), with the option to buy or sell up to 5 days.
• Save money with up to 40% discount on Aviva products and other retailer discounts.
• Share in Aviva's success through the Aviva Save As You Earn scheme.
• Supportive policies including parental and carer's leave.
• Wellbeing focus with tools like Group Income Protection and 24/7 GP access.

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

We guarantee an interview for disabled applicants meeting the minimum criteria.