Job Description
If you're on the lookout for a role with opportunities for rapid growth and a genuinely supportive team then we want to hear from you!
We take pride in being a B Corp certified company, reflecting our commitment to the planet.
Your skills and passion are not only valuable to us but also crucial for our planet.
The planet needs you, and so do we!
What does the Customer Operations Team do?
The Customer Operations team is responsible for providing 5* service to our customers from the point of order through to returning their vehicle. This includes a Fulfilment team that ensures deliveries are smooth, a Customer Care team that provides in life support and a Returns team that supports early terminations and natural end of leases.
During the interview process we will consider your current skills and experience and consider which sub team you will thrive in.
What you bring to the role:
* A minimum of 1 year in a customer service or operational support role.
* Exceptional written and verbal communication skills, coupled with a talent for connecting with people.
* You’re passionate about using a positive mindset to assist customers in overcoming obstacles.
* You excel in identifying their concerns and providing effective solutions. You're a natural problem solver!
* You show clear motivation and you’re eager to contribute to the success of a growing and dynamic team.
* Excellent organisational skills and a keen attention to detail.
* Leasing or automotive industry experience would be a bonus although not essential
What you'll be doing:
As a vital member of our Fulfilment Operations team, you’ll be responsible for ensuring vehicles are delivered smoothly and on time, coordinating with customers and third-party providers to create an exceptional experience. Your day-to-day responsibilities will include:
* Coordinating the delivery process from start to finish, ensuring vehicles are prepared, dispatched, and delivered to customers on schedule and in excellent condition.
* Serving as the primary point of contact for customers throughout the delivery journey, providing updates, answering questions, and resolving any issues with professionalism and care.
* Collaborating with external logistics providers, delivery drivers, and preparation centres to maintain a high standard of service and operational efficiency.
* Proactively addressing and resolving challenges that arise during the delivery process, such as delays, vehicle condition concerns, or unexpected customer requests.
* Monitoring delivery schedules and performance metrics, identifying areas for improvement, and implementing changes to enhance the fulfilment process.
* Ensuring all deliveries adhere to regulatory and company standards, while accurately maintaining records and delivery documentation.
* This role is ideal (although not necessary) for someone with experience in the motor industry who thrives in a fast-paced, customer-centric environment. While a strong understanding of vehicle logistics is preferred, we’re seeking individuals who are proactive, detail-oriented, and comfortable managing complex workflows involving multiple stakeholders.
Company Benefits:
o Hybrid working with 2 days in the office (Hayes, London)
o 25 days holiday + bank holidays
o Add 1 day holiday per year service + buy / sell up to 5 days each year
o Flexible work policy with options to take into account family care
o Best in class Family Friendly Leave and Pay
o For example, our Maternity leave (in year 1) is 6 weeks full pay and 6 weeks half pay. This increases to 12 weeks full pay, 8 weeks half pay after year 1.
o Use our own scheme to lease a vehicle through salary sacrifice and save 40-70% to drive a brand new electric car
o £500 pa. personal development budget
o £100 home office budget
o Bupa healthcare
o Pension
o Equity options - own a part of the business!
Why Work With Us?
o Personal growth - join us as an early employee to fast track your progression opportunities!
o Competitive salary, pension & incentives scheme to share in our success
o Voted 4.9 on Glassdoor
o Voted Top 100 Organisation to ‘Escape’ to in 2022 and in 2023 by Escape the City
o Certified Company on Otta
o Be part of our friendly, family-like culture, enjoy our benefits - we value our people, diversity and building a wonderful culture where we can thrive
Compensation offered:
Base salary: £25,000 - £35,000 per year
Equity: £3,000 - £30,000 equity through EMI Options
Why wouldn’t you work for us?!
If you think we just don’t have a role for you right now then apply to our Talent Pool so we can save your information for later and our talent team will be in contact.