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- Tasks: Lead a team to enhance customer service and allocate repairs effectively.
- Company: Solus, part of Aviva, excels in vehicle repairs with a stellar customer rating.
- Benefits: Enjoy competitive salary, bonus opportunities, 33 days holiday, and discounts on Aviva products.
- Other info: Inclusivity is key; all applicants are encouraged to apply.
- Why this job: Join an award-winning team focused on customer satisfaction and innovative solutions.
- Qualifications: Experience in leadership and customer service is essential.
The predicted salary is between 42000 - 84000 £ per year.
Join to apply for the Customer Solutions Centre Operations Lead role at Solus – an Aviva company
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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?
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.
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.
Seniority level
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Seniority level
Mid-Senior level
Employment type
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Employment type
Full-time
Job function
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Job function
Management and Manufacturing
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Industries
Insurance
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Customer Solutions Centre Operations 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 Solutions Centre Operations Lead
✨Tip Number 1
Familiarise yourself with Solus and Aviva's core values and principles. Understanding their mission, especially 'Getting Our Customers Back To Normal', will help you align your responses during interviews and demonstrate that you're a good cultural fit.
✨Tip Number 2
Prepare to discuss your experience in leading teams and how you've successfully implemented change in previous roles. Be ready to provide specific examples of how you've used data to drive decisions and improve customer outcomes.
✨Tip Number 3
Showcase your mentoring and coaching skills by preparing anecdotes that highlight your ability to develop team members. This is crucial for the role, so think about how you've supported others in achieving their goals.
✨Tip Number 4
Research common challenges faced in customer service operations, particularly in the vehicle repair industry. Being able to discuss these challenges and suggest potential solutions will demonstrate your proactive thinking and problem-solving abilities.
We think you need these skills to ace Customer Solutions Centre Operations Lead
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Customer Solutions Centre Operations Lead role. Understand the key responsibilities and required skills, such as mentoring, data analysis, and customer focus.
Tailor Your CV: Customise your CV to highlight relevant experience that aligns with the job requirements. Emphasise your leadership skills, experience in customer service, and any data-driven decision-making you've done in previous roles.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and leadership. Mention specific examples of how you've successfully led teams or improved processes in past positions, and express your enthusiasm for Solus and Aviva's values.
Highlight Relevant Achievements: In both your CV and cover letter, include quantifiable achievements that demonstrate your ability to lead a team effectively. For instance, mention any improvements in customer satisfaction scores or successful project completions under your leadership.
How to prepare for a job interview at Solus - an Aviva company
✨Showcase Your Leadership Skills
As a Customer Solutions Centre Operations Lead, you'll need to demonstrate your ability to mentor and lead a team. Prepare examples of how you've successfully led teams in the past, focusing on your coaching and mentoring experiences.
✨Understand the Company Values
Familiarise yourself with Solus and Aviva's values and principles. Be ready to discuss how you can embody these values in your role and contribute to the company's goal of 'Getting Our Customers Back To Normal'.
✨Prepare for Data-Driven Discussions
Since the role involves using data to make informed decisions, be prepared to discuss how you've used data in previous roles. Think about specific instances where data analysis led to successful outcomes or improvements.
✨Demonstrate Problem-Solving Abilities
The job requires completing root cause analysis and suggesting solutions. Prepare to discuss challenges you've faced in previous positions and how you approached problem-solving, highlighting your analytical skills.