Customer Service Lead: Elevate Experience & Operations

Solus Accident Repair Centres Company; Kingswood; On-site; GBP 42,000 - 54,000; Full time

Benefits offered by this job

Competitive salary

Bonus opportunity

Pension scheme

33 days holiday

Discount on Aviva products

Share in Aviva's success

Parental and carer's leave

Wellbeing support

Job summary

Solus is seeking a Customer Service Lead to helm the customer service function at our repair centre, working closely with the Production Lead to keep the site running smoothly, safely and efficiently. This hands-on leadership role combines people management, customer experience and operational accountability to influence outcomes and drive site performance.

You will set the standard for how customers and colleagues experience Solus, leading a team of Customer Consultants and customer-facing

Qualifications

• The ability to lead, coach or influence people in a customer-facing environment.
• Confidence handling customer concerns and resolving issues fairly.
• Strong organisational skills, with the ability to prioritise and adapt.
• Clear, professional communication and a collaborative leadership style.
• The confidence to make balanced decisions that support both customers and operations.
• A full UK driving licence, with comfort driving customer vehicles when required.

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

People leadership

Customer-facing

Communication

Organisation

Decision making

UK driving licence

Job description

Solus is seeking a Customer Service Lead to helm the customer service function at our repair centre, working closely with the Production Lead to keep the site running smoothly, safely and efficiently. This hands-on leadership role combines people management, customer experience and operational accountability to influence outcomes and drive site performance.

You will set the standard for how customers and colleagues experience Solus, leading a team of Customer Consultants and customer-facing