Job Description
Here at The Electric Car Scheme, we believe our strength lies in our people. Our team is the heart of our company, driving everything we do.
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
* 1+ years experience in customer service or aftersales role, supporting in delivery of a software or professional service
* Extremely good people skills and excellent written and verbal communication skills
* You love to use a proactive and positive mindset to help customers overcome obstacles by identifying their concerns and providing solutions for them - a problem solver!
* Highly motivated and driven to be part of a growing, successful team
* Excellent organisational skills and attention to detail
What you’ll be doing
* You will join our Customer Operations team and be responsible for shaping the future of the department
* Your key deliverable is ensuring our customers receive a 5* experience during the lifetime of their lease including the returns process
* We communicate with our customers by telephone and email, with telephony being our preference.
* You will help lead our customer support enquiries and the management of our email ticketing system
* You’ll support our Sales teams to ensure they can also provide the best service possible to potential and current customers
* Help to manage the post-order and delivery process for customers and provide regular updates
* You’ll work with various stakeholders (including our customers, lease companies, and our internal team) to find the right solution, for each individual customer and ensure that it is delivered at pace
Company Benefits:
* Hybrid working with 2 days in the office (Hayes, London)
* 25 days holiday + bank holidaysAdd 1 day holiday per year service + buy / sell up to 5 days each year
* Flexible work policy with options to take into account family care
* Best in class Family Friendly Leave and Pay 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.
* Use our own scheme to lease a vehicle through salary sacrifice and save 40-70% to drive a brand new electric car
* £500 pa. personal development budget
* £100 home office budget
* Bupa healthcare
* Pension
* Equity options - own a part of the business
Why Work With Us?
* Personal growth - join us as an early employee to fast track your progression opportunities!
* Competitive salary, pension & incentives scheme to share in our success
* Voted 4.9 on Glassdoor
* Voted Top 100 Organisation to ‘Escape’ to in 2022 and in 2023 by Escape the City
* Certified Company on Otta
* 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.