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.

Ready to join us? Apply online today, and our team will be in touch within 14 days.

Solus

Customer Service Manager

About the Job

Requirements

Responsibilities

About the Company

Solus

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