Customer Service Lead: People & Operations Champion

Solus Accident Repair Centres Company; Middlewich; On-site; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Competitive salary

Bonus opportunity

Company pension scheme

33 days’ holiday (incl. bank holidays)

Aviva product discounts

Job summary

Solus Accident Repair Centres Company seeks a Customer Service Lead to head the customer service function and work closely with the Production Lead to keep the site running smoothly and safely.

This hands-on leadership role combines people management, customer experience and operational accountability, shaping how customers and colleagues experience Solus and influencing site performance and culture.

Qualifications

• Ability to lead, coach or influence a team in a customer-facing environment.
• Confidence in handling customer concerns and resolving issues fairly.
• Strong organisational skills with the ability to prioritise and adapt.
• Clear, professional communication and collaborative leadership style.
• Ability to make balanced decisions supporting customers and operations.

Responsibilities

• Lead, coach and support a team of Customer Consultants and customer-facing drivers.
• Oversee day-to-day customer interactions with clear communication and fair outcomes.
• Manage vehicle collections and deliveries, resourcing and scheduling effectively.
• Handle customer complaints and feedback professionally, resolving issues per best practice.
• Collaborate with Production Lead to jointly manage site performance.
• Monitor KPIs 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 management

Communication

Decision making

Driving licence

Job description

Solus Accident Repair Centres Company seeks a Customer Service Lead to head the customer service function and work closely with the Production Lead to keep the site running smoothly and safely.

This hands-on leadership role combines people management, customer experience and operational accountability, shaping how customers and colleagues experience Solus and influencing site performance and culture.