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 agree...
