What are the responsibilities and job description for the Customer Solutions Centre Operations Lead position at Solus Accident Repair Centres?
Overview
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?
Responsibilities
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.
Qualifications
Desirable qualifications and experience:
- A strong customer focused background
- Proven leadership skills
- Coaching skills
- Financial acumen
- Knowledge of insurance principles desirable
- Communication skills and confidence when dealing with people, often in difficult circumstances for any customer escalations.
Who are Solus and what can they do for you?
Solus is one of the largest body repair groups in the country, wholly owned by Aviva employing over 1000 expert people across 25 UK locations and have repaired over 700,000 vehicles in the last 15 years.
- Our excellent benefits and rewards packages
- Group income protection with access to a GP and medical advice 24 hours per day for yourself and your family
- Competitive employer matched pension contributions
- Discounts on Aviva products and services
- Savings and benefits schemes
- Discounts and schemes for electric vehicle purchase for all employees
- Holding several main manufacturer approvals – Jaguar, Land Rover, Mercedes Benz, BMW, Mini, and Volkswagen
- Well known for prestigious award winning in the industry, customer service, apprenticeships, and IT systems fields
- Links with Thatcham to get the best products and training here in the UK
- We have a variety of locations, hours and working patterns to suit our customers, business, and you.
- We interview every disabled applicant who meets the minimum criteria for the job.
Excited but not sure you tick every box? We are inclusive – we want applications from people with diverse backgrounds and experiences. We are looking for individuals who can grow and support our business and we expect to do the same for you.
We recognise that we can only achieve our vision with the dedication and collaboration of our specialists. This is an excellent time to join a rapidly growing business and help us to shape the future.
What next?
Please apply online and our recruitment team will be in contact within 7 days
