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.
Customer Experience Lead in 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 generous benefits such as 33 days of holiday and a supportive pension scheme, Solus fosters a collaborative culture where employees can thrive and make a meaningful impact in the vehicle repair industry.
Contact Details:
Solus Accident Repair Centres Company Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Lead in Warrington
✨Tip Number 1
Network like a pro! Reach out to current employees at Solus on LinkedIn or through mutual connections. A friendly chat can give you insider info and might just get your foot in the door.
✨Tip Number 2
Prepare for the interview by understanding Solus' customer experience strategy. Think about how your past experiences align with their goals and be ready to share specific examples that showcase your skills.
✨Tip Number 3
Show your passion for customer experience during interviews. Talk about what drives you to create exceptional customer journeys and how you’ve turned feedback into actionable improvements in previous roles.
✨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 serious about joining the Solus team.
We think you need these skills to ace Customer Experience Lead in 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 include specific examples of how you've done this before.
Demonstrate Leadership Skills:We need a leader who can inspire and motivate teams. In your application, share stories that illustrate your leadership style and how you've built strong partnerships across different teams to create a seamless customer journey.
Apply Through Our Website:Remember to apply through our website! It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. We can’t wait to hear from you!
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 Solus' customer experience strategy. Familiarise yourself with their approach to customer satisfaction and how they use data to drive improvements. This will help you speak confidently about how your vision aligns with theirs.
✨Showcase Your Leadership Style
Prepare examples that highlight your leadership experience in customer-focused environments. Think about times when you've inspired teams or driven change. Be ready to discuss how you can foster a 'customer-first' mindset within Solus.
✨Turn Data into Decisions
Brush up on how you've used data to inform your strategies in the past. Be prepared to discuss specific instances where your insights led to meaningful improvements in customer journeys. This will demonstrate your ability to turn insight into action.
✨Practice Your Problem-Solving Skills
Anticipate questions about handling high-profile escalations or resolving customer dissatisfaction. Prepare to share your calm, solutions-focused approach in high-pressure situations. This will show that you're equipped to handle challenges effectively.
