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For Companies At a Glance
- Tasks: Lead a team to ensure top-notch customer service and efficient repair allocations.
- Company: Solus, part of Aviva, is a UK leader in quick vehicle repairs with a stellar customer rating.
- Benefits: Enjoy competitive salary, performance bonuses, 33 days holiday, and discounts on Aviva products.
- Why this job: Join a supportive culture focused on customer satisfaction and personal development.
- Qualifications: No specific qualifications required; unique skills are valued.
- Other info: Guaranteed interview for disabled applicants meeting minimum criteria.
The predicted salary is between 36000 - 60000 £ per year.
The Role
This role offers an exciting and rewarding opportunity to be part of a leadership team working towards achieving the Solus company goal, Getting Our Customers Back To Normal. You will lead a team of customer service agents to identify and allocate repairs to the most appropriate repair centre, utilizing key data to make informed decisions for the best customer outcomes.
You will as the Solus Customer Solutions Team Lead;
- Coach, mentor, and support to ensure sustainable change in operations and thinking.
- Complete root cause analysis to identify trends, issues, and suggest solutions.
- Model positive behaviour while proactively challenging thinking.
- Use data to challenge assumptions and suggest improvements.
- Act as a first-level escalation point for stakeholders, suppliers, customers, and your team.
- Ensure team members are responsible for workload performance.
- Monitor new claims via email and management systems to ensure timely action within SLAs.
- Provide people leadership and development for our customer-focused team.
Qualifications
Who are Solus?
Owned by Aviva, Solus is a UK leader in vehicle repairs, returning cars to the road in an average of 11 days and maintaining a 4.6/5 customer rating. With an award-winning apprenticeship programme and industry awards, Solus is shaping the future of vehicle repair.
Why Join Solus?
We offer:
- Competitive salary based on location, skills, experience, and qualifications.
- Bonus opportunities tied to performance and company success.
- Company pension scheme with employer contributions.
- 33 days holiday (including bank holidays), with options to buy or sell up to 5 days.
- Up to 40% discount on Aviva products and other retailers.
- Share in Aviva\’s success through the Save As You Earn scheme.
- Supportive policies including parental and carers leave.
- Wellbeing tools like Income Protection and 24/7 GP access.
At Solus, we value inclusivity and encourage all applicants. If you\’re excited but don’t meet every requirement, we still encourage you to apply—your unique skills might be just what we need.
We guarantee an interview for disabled applicants meeting minimum criteria—please contact us after applying to inform us.
Ready to join us? Apply online today. Our team will contact you within 14 days.
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Customer Contact Centre Team Lead employer: Solus - an Aviva company
Contact Detail:
Solus - an Aviva company Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Contact Centre Team Lead
✨Tip Number 1
Familiarise yourself with Solus and Aviva's values and mission. Understanding their commitment to customer service and operational excellence will help you align your responses during interviews, showcasing how your leadership style can contribute to their goals.
✨Tip Number 2
Prepare examples of how you've successfully led teams in the past, particularly in a customer service environment. Highlight specific instances where you used data to drive decisions or improve team performance, as this aligns closely with the responsibilities of the role.
✨Tip Number 3
Network with current or former employees of Solus or Aviva on platforms like LinkedIn. Engaging with them can provide insights into the company culture and expectations, which can be invaluable during your interview.
✨Tip Number 4
Demonstrate your problem-solving skills by preparing for situational questions. Think about how you would handle common challenges in a contact centre environment, such as managing escalations or improving team morale, to show your readiness for the role.
We think you need these skills to ace Customer Contact Centre Team Lead
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the responsibilities and qualifications required for the Customer Contact Centre Team Lead position. Tailor your application to highlight relevant experiences that align with these requirements.
Highlight Leadership Skills: Emphasise your leadership experience in your CV and cover letter. Provide specific examples of how you have coached or mentored teams, and how you have used data to drive improvements in customer service.
Showcase Problem-Solving Abilities: Include examples of how you have conducted root cause analysis in previous roles. Discuss any trends you identified and the solutions you implemented to improve outcomes, as this is a key aspect of the role.
Craft a Compelling Cover Letter: Write a personalised cover letter that not only outlines your qualifications but also conveys your passion for customer service and leadership. Mention why you are excited about the opportunity at Solus and how you can contribute to their goals.
How to prepare for a job interview at Solus - an Aviva company
✨Understand the Company Values
Before your interview, take some time to research Solus and its parent company, Aviva. Familiarise yourself with their mission of 'Getting Our Customers Back To Normal' and think about how your values align with theirs. This will help you demonstrate your commitment to their goals during the interview.
✨Showcase Leadership Skills
As a Customer Contact Centre Team Lead, you'll need to exhibit strong leadership qualities. Prepare examples from your past experiences where you've successfully coached or mentored a team. Highlight how you’ve driven operational improvements and resolved conflicts, as these are key aspects of the role.
✨Prepare for Data-Driven Discussions
Since the role involves using data to make informed decisions, be ready to discuss how you've used data in previous roles. Think of specific instances where you identified trends or made recommendations based on data analysis. This will show your analytical skills and ability to challenge assumptions effectively.
✨Practice Problem-Solving Scenarios
Expect to face situational questions that assess your problem-solving abilities. Prepare for scenarios related to customer service challenges or team dynamics. Practising your responses will help you articulate your thought process clearly and demonstrate your capability to handle escalations and ensure customer satisfaction.
