Customer Service Lead — Hands-On Site & Team Leader

Solus - an Aviva company; Middlewich; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Bonus opportunity

Company pension

33 days holiday

Discounts on Aviva products

Save As You Earn

Parental and carer’s leave

Wellbeing program

GP access

Job summary

Solus, owned by Aviva, is seeking a Customer Service Lead to head the customer service function at a UK repair site. You will lead a team of Customer Consultants and customer-facing drivers, oversee daily customer interactions and vehicle movements, and partner with the Production Lead to drive site performance and safety.

You will shape customer experience, resolve issues with fairness and use data to identify service improvements, fostering a positive, collaborative culture across the site.

Qualifications

• We’re focused on capability and leadership approach.
• Ability to lead, coach or influence people in a customer-facing environment.
• Confidence handling customer concerns and resolving issues fairly.
• Strong organisational skills with prioritisation and adaptability.
• Clear, professional communication and collaborative leadership style.

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

People coaching

Communication

Decision making

Organisation

Job description

Solus, owned by Aviva, is seeking a Customer Service Lead to head the customer service function at a UK repair site. You will lead a team of Customer Consultants and customer-facing drivers, oversee daily customer interactions and vehicle movements, and partner with the Production Lead to drive site performance and safety.

You will shape customer experience, resolve issues with fairness and use data to identify service improvements, fostering a positive, collaborative culture across the site.