Job Description

Overview:

Are you able to mentor and lead a team with focus on the customer and what matters to them, while promoting Solus & Aviva values, principles and goals at our award-winning Customer Contact Centre?


Responsibilities:

The Role:

This role offers an exciting and rewarding opportunity to be part of a leadership team who will work towards achieving the Solus company goal,

'Getting Our Customers Back To Normal'. You will achieve this by leading a team of customer service agents to identify and allocate repairs to the most appropriate repair centre utilising key data to make informed decisions to achieve the best outcome for our customers.

You will as the Solus Customer Solutions Operation Lead;

Coach, mentor, and support to ensure sustainable change in the way we operate and our thinking. Demonstrate the ability to complete root cause analysis to identify trends, blockages/issues and suggest solutions. Demonstrate role model behaviour whilst proactively challenging thinking. Use data to challenge assumptions and suggest change. Act as a first level point of escalation for stakeholders, suppliers, customers, and your team. Ensure that everyone within the team is responsible for workload performance. Monitor new claims instruction via email inboxes and our management system to ensure they are actioned within agreed Aviva SLAs. General people leadership and development of our customer focused team.

Qualifications:

Who are Solus?

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.