Customer Service Lead - Drive Operations & Experience

Solus - an Aviva company; West of England; On-site; GBP 42,000 - 56,000; Full time

Benefits offered by this job

Competitive salary

Bonus opportunity

Company pension

33 days holiday

Employee discounts

Aviva Save As You Earn

Parental leave

Wellbeing benefits

Job summary

Solus, owned by Aviva, is seeking a Customer Service Lead for its repair centre in the UK. You will lead a team of Customer Consultants and customer-facing drivers, ensuring high-quality customer experience while coordinating daily operations with the Production Lead to keep the site running smoothly, safely and efficiently.

This hands-on leadership role requires judgements, calm leadership and consistency to improve customer outcomes, team performance and site culture.

Qualifications

• Experience leading teams in customer-facing environments.
• Ability to handle customer concerns and resolve issues fairly.
• Strong organizational and communication skills.
• Full UK driving licence.

Responsibilities

• Lead, coach and support a team of Customer Consultants and customer-facing drivers.
• Oversee day-to-day customer interactions, ensuring clear communication and fair outcomes.
• Manage vehicle collections and deliveries, resourcing and scheduling effectively.
• Handle customer complaints and feedback professionally, resolving issues in line with best practice.
• Work closely with the Production Lead to jointly manage site performance.
• Monitor key performance measures and use data to identify improvement opportunities.
• Ensure policies, processes and health & safety standards are followed.
• Build a positive, customer-focused and collaborative site culture.

Skills

Leadership

Customer-facing

Communication

Organisation

Decision making

Driving licence

Job description

Solus, owned by Aviva, is seeking a Customer Service Lead for its repair centre in the UK. You will lead a team of Customer Consultants and customer-facing drivers, ensuring high-quality customer experience while coordinating daily operations with the Production Lead to keep the site running smoothly, safely and efficiently.

This hands-on leadership role requires judgements, calm leadership and consistency to improve customer outcomes, team performance and site culture.