Customer Service Manager

Job description

Overview

The Customer Service Lead role at Solus sits at the heart of the repair centre. You are responsible for leading the customer service function while working closely with the Production Lead to ensure the site runs smoothly, safely and efficiently.

This is a hands-on leadership role, combining people management, customer experience and operational accountability . Your decisions influence customer outcomes, team performance and the overall success of the site.

As a Customer Service Lead, you'll set the standard for how customers and colleagues experience Solus.

Responsibilities

You'll:
Lead, coach and support a team of Customer Consultants and customer-facing drivers
Oversee day-to-day customer interactions, ensuring clear communication and fair outcomes
Manage vehicle collections and deliveries, resourcing and scheduling effectively
Handle customer complaints and feedback professionally, resolving issues in line with best practice
Work closely with the Production Lead to jointly manage site performance
Monitor key performance measures and use data to identify improvement opportunities
Ensure policies, processes and health & safety standards are followed
Build a positive, customer-focused and collaborative site culture
This is a role where judgement, calm leadership and consistency make a measurable difference.

Qualifications

We're focused on capability and leadership approach.

You'll bring:
The ability to lead, coach or influence people in a customer-facing environment
Confidence handling customer concerns and resolving issues fairly
Strong organisational skills, with the ability to prioritise and adapt
Clear, professional communication and a collaborative leadership style
The confidence to make balanced decisions that support both customers and operations
A full UK driving licence , with comfort driving customer vehicles when required
Experience may come from many places - including retail, hospitality, contact centres, logistics, care or automotive environments. If you have transferable leadership skills and the right approach, we're keen to hear from you.

No two Solus sites are exactly the same, but our expectations of leadership are consistent. Customer Service Leads are trusted to take ownership, use judgement and create strong team environments.

At Solus, you'll find:
A leadership role with real influence at site level
Close collaboration with production and technical teams
Opportunities to shape customer experience and service delivery

Solus, who are owned by Aviva, are one of the UK leaders in vehicle repairs, returning cars t...

Extra information

Status

Open

Education Level

Secondary School

Location

Scone

Type of Contract

Full-time jobs

Published at

05-11-2026

Full UK/EU driving license preferred

No

Car Preferred

No

Must be eligible to work in the EU

No

Cover Letter Required

No

Languages

English