Customer Service Lead: People, Ops & Experience

Solus - an Aviva company; Perth; On-site; GBP 42,000 - 64,000; Full time

Benefits offered by this job

Competitive salary (location-based)

Bonus opportunity tied to performance

Company pension scheme

33 days’ holiday including bank hols

Discount on Aviva products

Save As You Earn scheme

Parental and carer’s leave

Wellbeing support with income 보호 and 7

Job summary

Solus, owned by Aviva, seeks a Customer Service Lead to steer the customer service function within the repair centre. You will lead a team of Customer Consultants and drivers, shaping the customer experience and ensuring smooth, safe site operations.

You will balance people leadership with operational accountability, using data to drive improvements and maintain high standards. A hands-on, collaborative leader is essential to success.

Qualifications

• Experience leading a customer-facing team.
• Proven ability to coach and develop staff.
• Strong communication and client-experience focus.
• Calm, decisive leadership under pressure.

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.
• Handle customer complaints 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

People leadership

Customer-facing

Communication

Organisational skills

Decision making

UK driving licence

Job description

Solus, owned by Aviva, seeks a Customer Service Lead to steer the customer service function within the repair centre. You will lead a team of Customer Consultants and drivers, shaping the customer experience and ensuring smooth, safe site operations.

You will balance people leadership with operational accountability, using data to drive improvements and maintain high standards. A hands-on, collaborative leader is essential to success.