Customer Service Lead: People & Site Operations

Solus Accident Repair Centres Company; West of England; On-site; GBP 38,000 - 52,000; Full time

Benefits offered by this job

Competitive salary

Bonus opportunity

Company pension

33 days holiday

Discounts on Aviva products

Save As You Earn

Parental leave

Wellbeing support

Job summary

Solus is seeking a Customer Service Lead to helm our site’s customer experience, working closely with the Production Lead to keep operations smooth, safe and efficient. You’ll lead a team of Customer Consultants and customer-facing drivers, drive service excellence, monitor KPIs and ensure health & safety standards are followed, building a positive, collaborative site culture.

This role requires strong leadership, clear communication and the ability to balance customer needs with operational

Qualifications

• 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

Leadership

Customer-facing

Communication

Organisation

Decision making

Driving licence

Job description

Solus is seeking a Customer Service Lead to helm our site’s customer experience, working closely with the Production Lead to keep operations smooth, safe and efficient. You’ll lead a team of Customer Consultants and customer-facing drivers, drive service excellence, monitor KPIs and ensure health & safety standards are followed, building a positive, collaborative site culture.

This role requires strong leadership, clear communication and the ability to balance customer needs with operational