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. Launched in 2019, Pivotal offers a unique car subscription service that challenges the traditional model of vehicle ownership. 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, promising hassle-free, first-class service from start to finish.
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.
Responsibilities include reviewing vehicle condition reports and communicating with customers to discuss and agree prompt payment, negotiating where necessary to avoid escalated disputes.
We seek candidates with proven experience in providing direct telephone and online customer services, ideally within a similar environment. This role has the potential to be multi-brand, working across both THE OUT and Pivotal.
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 communicate with customers regarding vehicle collection charges.
* Understand and operate within the framework of the BVRLA guidelines.
* Work effectively as a team player, ensuring coverage for colleagues during absence.
* Support continuous improvements including automation of processes.
* Maintain accurate records in our internal systems.
* Support customers during their subscription.
* Keep confidential records and financial information secure.
* Liaise with retailers, insurance companies, and repair shops as necessary.
* Work as part of the broader Sales and Member Services team to provide proactive customer support.
Skills & Experience
* 2+ years experience in a similar or relevant role.
* Experience in the automotive industry is desirable.
* Knowledge of vehicle inspection/appraisal processes and BVRLA standards preferred.
* Excellent written and verbal communication skills (fluent in English).
* Conflict management and negotiation skills.
* Strong customer service skills.
* Attention to detail and accurate record-keeping.
* Excellent time management skills.
* Passionate about 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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