Member Services Representative - Vehicle Support
London, UNITED KINGDOM
About us
As a newly merged powerhouse, InMotion Ventures 3 brings together two groundbreaking brands, PIVOTAL + THE OUT. United by a shared mission to reshape the future of vehicle usership and redefine the standard of the automotive client experience. By joining InMotion Ventures 3, you’ll be working across both PIVOTAL + THE OUT, playing a key role in revolutionising the way people access and experience luxury automotive services.
PIVOTAL
At PIVOTAL, we are transforming the way people experience cars. Pivotal offers a unique car subscription service that challenges the traditional model of vehicle ownership. Gone are the days of long-term commitments - Pivotal members can subscribe to the latest Jaguar and Land Rover models for as little as three months.
THE OUT
At THE OUT, we’ve reinvented luxury car rental. We deliver world-class Jaguar Land Rover vehicles, directly to your door. Whether it's a spontaneous weekend getaway or a business trip, we promise hassle-free, first-class service from start to finish.
Whether you’re supporting PIVOTAL’s car subscription model or working with THE OUT’s luxury rental service, you’ll be part of a team that’s setting new standards for customer experience, flexibility, and luxury in the automotive world.
About the role
As a key member of the wider Member Services team, you will need to display a great work ethic and have the ability to work on your own initiative to contribute to a scaling business. One of your main responsibilities will be reviewing vehicle condition reports and subsequent outbound communication to discuss and agree prompt payment with customers, negotiating where necessary to avoid escalated disputes.
We are seeking applications from candidates with proven experience in providing direct telephone and online customer services, ideally within a similar environment. In the long-term, this role has the potential to be a multi-brand role, working across both THE OUT and Pivotal in a similar capacity.
You’ll be fully trained to ensure that you’re comfortable to go above and beyond and deliver a level of service that reflects our brand. Although this role is mainly based from home, there is a requirement for occasional travel to our offices in central London (Old Street).
Role Responsibilities
* Prioritise and process customer enquiries submitted by telephone, email or live chat.
* Investigate and resolve customer queries quickly and patiently.
* Review vehicle condition reports and subsequent outbound communication to customers.
* Understand and operate within the framework of the BVRLA guidelines.
* Work effectively as a team player, covering for colleagues during absence.
* Support the delivery of continuous improvements.
* Keep thorough and accurate notes in our internal systems.
* Support customers during their subscription.
* Keep confidential records and financial information secure.
* Liaise with retailers within the JLR network, insurance companies and repair shops as necessary.
* Work as part of the broader Sales and Member Services team.
Skills & Experience
* 2+ Years experience in a similar role.
* Experience in the automotive industry is desirable.
* Excellent written and verbal communication skills required.
* Conflict management and negotiation skills.
* Extreme attention to detail and accurate record-keeping.
* Excellent time management skills with the ability to work to deadlines.
* Passionate for a fast-paced growth business.
What we offer
● Permanent contract.
● Hybrid working environment.
● 25 days annual leave plus bank holidays with an extra day for your birthday.
● 2 additional discretionary days off for volunteer work.
● Competitive Salary with discretionary bonus scheme.
● Contributory pension scheme.
● Health care cash plan.
● Be part of a fantastic growing team passionate about revolutionising the way our customers drive Jaguar Land Rover cars.
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