Senior Customer Advisor

Overview

At Solus, we're passionate about getting our customers back to normal following an accident. As a Senior Customer Service Consultant, you'll play a pivotal role in delivering an exceptional customer journey while leading a team that keeps our repair centre operations running smoothly.

This is an exciting opportunity for a customer service leader who thrives in a fast-paced environment, enjoys developing people, and is driven by delivering outstanding customer outcomes.

Responsibilities

As a Senior Customer Service Consultant, you'll lead and support a team of Customer Consultants, ensuring customers receive clear, proactive communication throughout their repair journey. You'll oversee vehicle movement activity, support operational excellence across the site, and work collaboratively with internal teams and external partners to deliver a seamless service experience.

You'll also use operational data and customer feedback to identify opportunities for improvement, helping to enhance performance, efficiency and customer satisfaction.

Key Responsibilities

• Support the Customer Service Lead, with coaching and development of the team.
• Promote a customer-first culture across the site.
• Manage customer communications relating to vehicle movements and repairs.
• Coordinate vehicle transportation and logistics activities.
• Oversee courtesy car and transporter fleet management.
• Monitor vehicle volumes and operational performance.
• Use data and insights to identify and implement process improvements.
• Build effective relationships with external suppliers and recovery partners.
• Manage recruitment, onboarding and training of new team members.
• Conduct performance reviews and support colleague development.
• Handle employee relations matters in line with company policies.
• Ensure compliance with health & safety, fleet operations and regulatory requirements.
• Support cross-functional collaboration across operational teams.

Qualifications

• Strong customer service and stakeholder management skills.
• Excellent communication and interpersonal abilities.
• Strong organisational and planning skills.
• Ability to analyse data and make informed decisions.
• Problem-solving mindset with a focus on continuous improvement.
• Experience working in a fast-paced operational environment.
• Confident using technology and business systems.
• Ability to prioritise effectively and manage competing demands.
• Attention to detail and a proactive approach to work.