About Us We are Lightfoot, a high-growth technology company based just outside Exeter that is focused on making a difference worldwide, one driver at a time. We help businesses and private motorists improve efficiency and safety. Our technology has been proven to reduce fuel use and emissions rates by 10-20%, and at-fault accidents and wear and tear by 40-50%. It connects to your vehicle’s on-board computer and uses all the live data it produces to analyse how efficiently you are driving. It’s similar to how performance is analysed in Formula 1. Lightfoot turns that data into simple feedback for you – the driver – so you know when you’re pushing your vehicle too far and can bring it back to maximum efficiency. Beyond the vehicle, our proprietary gamification platform engages users via our app, giving our driver community the opportunity to engage in their performance and to win weekly cash prizes and rewards for achieving Elite Driver standard. Our solutions are highly differentiated from the competition which has helped us secure circa 300 of the UK’s largest fleet customers including Tesco, Asda, Southwest Water, Iceland and Virgin Media to name a few. More recently, we’ve started leveraging our gamification IP to expand our product offering to beyond drivers. With our new app-only solution we can now incentivise and reward all sorts of measurable behaviours for our customers, from physical activity to online order picking. We’ve now given away nearly £1m in prize money incentivising and rewarding desirable behaviours and are excited about the value this can bring to our customer and to our growth prospects. We’re a fun-loving bunch who are growing at an astonishing rate. We’ve moved into a brand-new, state-of-the-art office near Exeter in the beautiful Southwest (which was voted Exeter’s ‘Best Workspace’). We are excited to keep growing the Lightfoot family with like-minded, passionate individuals who share our values. We care deeply. We are innovative. We deliver excellence. We are customer first. We are friendly and celebrate individuality. Job Outline To support the Senior Fleet Account Managers and Account Managers in providing support to our customers to ensure customers are getting the most out of their Lightfoot portal. This role requires the ability to manage a varied workload, using an organised and detailed approach to tasks, in a timely yet professional manner, as part of a fast-paced team. Whilst reporting to the Senior Account Manager, this role also requires close liaison with the Account Managers. Responsibilities Process incoming Fleet Updates. Keep regular communications with key stakeholders, internal and external customers. Gather vital information from customers to be able assist with their account. Regular updating of Salesforce CRM with all customer data, contact details etc. Managing customer expectations around deadlines and keeping in regular contact with them. Regular cross checking of customer accounts to maintain good levels of customer service. Provide remote customer training around our portal, ensure all reporting and assignments are set up correctly. Respond to urgent queries (calls / emails) from customers when the Account Managers are unavailable Up-keep of customer portals Phone lead for the team Liaise with product management, customer support, engineering and senior management for process improvement and operational efficiency. Monitor DNRs and highlight it to customers. Bespoke report requests Internal investigation works Help with monthly internal reports Develop, maintain and manage positive working relationships with multiple customer accounts Assist customers in making best use of Lightfoot including organising training for managers, drivers and other staff Desired qualifications, skills and experience Experience in a customer facing role is essential Strong Organisational skills is essential A working knowledge of Microsoft Packages is essential The ability to prioritise workload is essential Good interpersonal skills is essential Outstanding Customer relation skills is desirable Experience using Salesforce CRM is desirable Ability to communicate effectively with staff and external contacts at all levels is desirable Personal characteristics Excellent verbal and written communication skills Confidence to escalate quickly when necessary Confidentiality Flexibility Ability to learn new procedures quickly Ability to work to strict deadlines Prioritisation of workloads Able to work both independently and in a team Confident in all forms of communication Driven to deliver results A good team player Organised and good attention to detail Personable and outgoing, with a good sense of humour Benefits Annual bonus scheme 24 days of annual leave (plus bank holidays) End-of-year company closure from 25 Dec to 01 Jan inclusive (-3 days of annual leave allowance) 1 day of birthday leave – an additional day off to celebrate 1 day to volunteer – an additional day to give back Holiday buy-back scheme – the opportunity to buy up to an extra week of leave p/annum Company sick pay Enhanced maternity and paternity leave Bravo benefits including: cycle-to-work scheme financial wellbeing resources gym discounts MyMindPal app retail discount scheme tech benefits Simplyhealth Optimise health plan Simplyhealth Denplan dental plan Group life insurance (death-in-service) (available post-probation) Company pension (available post-probation) Long service awards – vouchers & extra annual leave Refer-A-Friend scheme Casual dress Company social events and activities On-site parking A personal Lightfoot device (available post-probation) Hybrid working | Office in Exeter