Customer Service Manager

Solus - an Aviva company; West of England; On-site; GBP 42,000 - 56,000; Full time

Benefits offered by this job

Competitive salary

Bonus opportunity

Company pension

33 days holiday

Employee discounts

Aviva Save As You Earn

Parental leave

Wellbeing benefits

Job summary

Solus, owned by Aviva, is seeking a Customer Service Lead for its repair centre in the UK. You will lead a team of Customer Consultants and customer-facing drivers, ensuring high-quality customer experience while coordinating daily operations with the Production Lead to keep the site running smoothly, safely and efficiently.

This hands-on leadership role requires judgements, calm leadership and consistency to improve customer outcomes, team performance and site culture.

Qualifications

• Experience leading teams in customer-facing environments.
• Ability to handle customer concerns and resolve issues fairly.
• Strong organizational and communication skills.
• Full UK driving licence.

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

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.

We guarantee an interview for disabled applicants meeting the minimum criteria—just email us after applying to let us know.