At a Glance
- Tasks: Lead a team to create exceptional customer experiences and drive meaningful improvements.
- Company: Join Solus, a leader in vehicle repairs with a strong focus on customer satisfaction.
- Benefits: Competitive salary, bonus opportunities, generous holiday, and discounts on Aviva products.
- Other info: Inclusive culture with excellent career growth and support for diverse applicants.
- Why this job: Make a real impact by championing customer voices and shaping strategies for success.
- Qualifications: Passion for customer experience and senior leadership experience in a customer-focused environment.
The predicted salary is between 50000 - 60000 £ per year.
Hybrid role with one day a week on our Warrington Office.
We’re looking for a Customer Experience Lead who puts customers at the heart of every decision. Someone who can champion their voice across the business, bring teams together behind a shared vision, and lead a group of customer experts to deliver consistent, market‑leading experiences — every time, in every location. You will shape and deliver our customer strategy, using insight, data and real‑world feedback to remove friction, resolve dissatisfaction, and create simple, intuitive customer journeys. As part of Solus’ integration and ongoing transformation, you’ll play a key role in strengthening our reputation for care, quality and service.
Responsibilities
- Lead and inspire a team of customer specialists across multiple sites.
- Shape a customer experience strategy that aligns with our purpose and Aviva’s wider direction.
- Turn insight into action — using complaints, reviews and verbatim feedback to drive meaningful improvements.
- Build strong partnerships across Solus and Aviva Claims to create a truly joined‑up journey.
- Own high‑profile escalations and ensure quick, thoughtful resolutions.
- Champion continuous improvement, removing failure points and barriers to customer satisfaction.
- Strengthen our culture through leadership, collaboration and a “customer‑first” mindset.
Qualifications
- A deep passion for customer experience and doing what’s right.
- Senior leadership experience in a customer‑focused environment.
- Confidence turning data into decisions that shape strategy.
- Strong influencing skills — able to bring people with you at every level.
- A calm, solutions‑focused approach in fast‑paced or high‑pressure situations.
- Experience driving change and improving operational processes.
- A positive, inclusive leadership style that builds capability and confidence in others.
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?
- 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.
Locations
Customer Experience Lead in Cheshire, Warrington employer: Solus Accident Repair Centres Company
Solus is an exceptional employer that prioritises customer experience and employee growth, offering a hybrid work model with one day a week in the Warrington office. With a strong focus on inclusivity, competitive salaries, and comprehensive benefits including a generous holiday allowance and wellbeing support, Solus fosters a collaborative culture where employees can thrive and make a meaningful impact. Join us to be part of a forward-thinking team dedicated to delivering market-leading customer experiences while enjoying the advantages of working for a leading company in vehicle repairs.
Contact Details:
Solus Accident Repair Centres Company Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Lead in Cheshire, Warrington
✨Tip Number 1
Network like a pro! Reach out to current employees at Solus or Aviva on LinkedIn. A friendly chat can give you insider info and might just get your application noticed.
✨Tip Number 2
Prepare for the interview by practising common questions related to customer experience. Think about how you can showcase your leadership skills and passion for customer satisfaction.
✨Tip Number 3
Show off your data skills! Be ready to discuss how you've used insights to drive improvements in past roles. This will demonstrate your ability to turn feedback into action.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining the team.
We think you need these skills to ace Customer Experience Lead in Cheshire, Warrington
Some tips for your application 🫡
Show Your Passion for Customer Experience:Make sure to highlight your love for customer experience in your application. We want to see how you put customers at the heart of your decisions and how you've championed their voice in previous roles.
Use Data to Your Advantage:Don’t shy away from showcasing your ability to turn data into actionable insights. We’re looking for someone who can use feedback and metrics to drive improvements, so share specific examples of how you've done this before.
Demonstrate Leadership Skills:We need a leader who can inspire and build strong teams. In your application, tell us about your leadership style and how you've successfully led teams in a customer-focused environment.
Tailor Your Application:Make your application stand out by tailoring it to our job description. Use the same language and key phrases we’ve used, and don’t forget to apply through our website for the best chance of success!
How to prepare for a job interview at Solus Accident Repair Centres Company
✨Know Your Customer Experience Inside Out
Before the interview, dive deep into what customer experience means to the company. Familiarise yourself with their current strategies and think about how you can enhance them. Be ready to discuss specific examples of how you've improved customer journeys in your previous roles.
✨Data-Driven Decision Making
Since the role involves turning data into actionable insights, brush up on relevant metrics and analytics tools. Prepare to share instances where you've used data to drive improvements or resolve issues. This will show that you can back your strategies with solid evidence.
✨Showcase Your Leadership Style
The interviewers will be keen to understand your leadership approach. Think about how you inspire teams and foster collaboration. Share stories that highlight your positive, inclusive style and how it has led to successful outcomes in past roles.
✨Prepare for Scenario-Based Questions
Expect questions that put you in high-pressure situations. Practice responding to scenarios where you had to resolve escalated customer complaints or lead a team through change. This will demonstrate your calm, solutions-focused mindset and ability to handle challenges effectively.
