Customer Service Manager

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