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Posted: 93 days ago   Expired

Customer Solutions Centre Operations Lead

Salary: £43,000

Location: WA1

Job type: Permanent

Category: WA1

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, employing over 800 expert people across 25 UK locations and have repaired over 500,000 vehicles in the last 15 years. * Our benefits and rewards packages are industry leading * Supports the living wage with a focus on wellbeing of our people * Extensive discounts on Aviva products and services * Savings and benefits schemes * Well known for quality, holding several main manufacturer approvals * Winning no less than five industry awards in 2019 alone. * State of the art technology which challenges traditional methods * Links with Thatcham to get the best products and training here in the UK * Annual bonus - up to 10% 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

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