Customer Service Manager

Solus Accident Repair Centres; 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

Overview

The Customer Service Lead role at Solus sits at the heart of the repair centre. You are responsible for leading the customer service function while working closely with the Production Lead to ensure the site runs smoothly, safely and efficiently.

This is a hands‑on leadership role, combining people management, customer experience and operational accountability. Your decisions influence customer outcomes, team performance and the overall success of the site.

As a Customer Service Lead, you’ll set the standard for how customers and colleagues experience Solus.

Responsibilities

You’ll:

• 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

This is a role where judgement, calm leadership and consistency make a measurable difference.

Qualifications

We’re focused on capability and leadership approach.

You’ll bring:

• 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

Experience may come from many places – including retail, hospitality, contact centres, logistics, care or automotive environments. If you have transferable leadership skills and the right approach, we’re keen to hear from you.

No two Solus sites are exactly the same, but our expectations of leadership are consistent. Customer Service Leads are trusted to take ownership, use judgement and create strong team environments.

At Solus, you’ll find:

• A leadership role with real influence at site level
• Close collaboration with production and technical teams
• Opportunities to shape customer experience and service delivery

Solus, who are owned by Aviva, are one of the UK leaders in vehicle repairs, returning cars to the road in just 11 days on average and a 4.6/5 star customer rating. With an award‑winning apprenticeship programme and winners of other recognised industry awards Solus are proud to be shaping the future of vehicle repair.

Why Join Solus?

We have so much to offer when it comes to being a Solus colleague:

• Competitive salary based on location, skills, experience, and qualifications.
• Bonus opportunity tied to your performance and the overall success of Solus.
• Company pension scheme with employer contributions.
• 33 days’ holiday (including bank holidays), with the option to buy or sell up to 5 days.
• Save money with up to 40% discount on Aviva products and other retailer discounts.
• Share in Aviva’s success through the Aviva Save As You Earn scheme.
• Supportive policies including parental and carer’s leave.
• Wellbeing focus with tools like Group Income Protection and 24/7 GP access.

At Solus, we value inclusivity and welcome all applicants. If you’re excited but don’t tick every box, we encourage you to apply—your unique skills might be just what we need.