Customer Service Lead

Join to apply for the Customer Service Lead (Collision Repair Centre) role at Aviva CanadaIndividually we are people, but together we are Solus Canada. Individually these are just words, but together they are our Values – Care, Commitment, Community, and Confidence. Backed by one of Canada’s leading insurance brands the Aviva AutoCare Centre, Powered by Solus is an innovative new collision repair facility that is transforming the customer experience. We’re not just fixing vehicles – we're removing barriers and helping our customers get back to what matters most, faster and easier than ever before.Why Join us?Be part of a visionary team challenging traditional ways of workingWork in a brand, new facility equipped with state‑of‑the‑art tools and technologyEnjoy a healthier, more comfortable work environment with modern amenitiesHelp shape the autobody shop of the futureWe are looking for a Customer Service Lead to inspire and mentor our front‑line and customer service teams to excel in delivering exceptional customer experiences at our collision repair facility in Mississauga. You will share joint responsibility for the site, ensuring that any people‑related issues or concerns are promptly addressed. You will foster a culture of accountability and teamwork, where every member is dedicated to enhancing the customer experience.Your role will be pivotal in ensuring that our customers' needs are at the heart of our operations. By achieving high levels of customer satisfaction and mastering the principles of customer experience management—including customer insight, leadership, brand integrity, and employee engagement—you will help shape how our business operates.What You’ll DoFind opportunities that promote customer satisfaction or process improvementDeliver on promises made to our customers to ensure they will be without their vehicle for the shortest possible timeLead and promote effective communication within the team and with customersDevelop initiatives that promote performance or process flow improvements through the removal of waste activitiesDevelop, manage and maintain relationships with external suppliers and internal business areasLead and promote a collaborative culture within the siteLead and provide guidance and encouragement to all site staff enabling them to work to their maximum potentialResolve complaints while understanding the reason for failureIdentify and monitor employee training needs, deliver coaching and ensure appropriate training is delivered as requiredMotivate and recognize and colleagues and have succession and retention plans in placeIdentify risks or barriers to achieving Solus Canada’s goals, take ownership of issues through to resolution or further escalation, and assist the team to resolve issues themselvesRecruit, retain and onboard employeesConduct performance reviews and development of talent with the teamWhat You’ll BringPost‑secondary education2-5 years of proven leadership experience with outstanding coaching skillsStrong knowledge of automotive/equipment preventative maintenance, refurbishment, and repair practices and proceduresGood understanding of the end‑to‑end claims process and industry operating practices and systemsValid driver’s licenseKnowledge of insurance principles (considered an asset)Commit to an environment of continuous improvementStrong customer‑focused background combined with excellent organizational, time management, and interpersonal skillsProven ability to multi‑task effectively in a fast‑paced environmentExceptional communication and conflict resolution skillsOutstanding customer service abilitiesStrong financial acumenWhat You’ll GetCompetitive annual base salary that reflects your skills, experience, job‑related knowledge and relevant qualificationsMedical and dental benefitsEligibility for annual bonus – actual amount depends on your performance and Aviva AutoCare CentreVarious retirement savings options including participation in optional group RRSPCompetitive vacation packageWe offer exceptional career development opportunitiesWe’ll support your professional development educationUniforms will be provided based on your roleClean and safe work environment, including on site showers and break roomPlease note that we may use AI tools to help us through the recruitment process. This is a new position which has been posted externally.Aviva Canada/Aviva AutoCare Centre has an accommodation process in place to provide accommodations for employees with disabilities. If upon commencement of employment you require a specific accommodation because of a disability, please contact your Talent Acquisition Partner so that an appropriate accommodation can be arranged. This process applies throughout your career with Aviva AutoCare Centre. #J-18808-Ljbffr