Customer Support Specialist

Customer Support Specialist

Hayes, London - Hybrid

£30,000 - £35,000

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.

As a UK B Corp Certified salary sacrifice specialist, The Electric Car Scheme is on a mission to make net zero the obvious choice by making electric cars and other Net Zero Benefits easy, affordable and simple for employers to offer their people. Built on best in market pricing, complete employer protection and trusted 5 star service, we are accelerating the UK towards a net zero future while creating win win win outcomes for our customers, our team and the planet. Rated 4.9 on Glassdoor and certified by Welcome to the Jungle, there has never been a more exciting time to join a fast growing, purpose driven business transforming sustainable employee benefits.

Key Responsibilities:

• You will join our Customer Operations team and be responsible for shaping the future of the department
• Ensuring our customers receive a 5* experience during the lifetime of their lease including the returns process
• Communicate with our customers by telephone and email, with telephony being our preference.
• Help lead our customer support enquiries and the management of our email ticketing system
• 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
• 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

About you:

• 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

Benefits:

• Hybrid working: Split your week between home and the office, with set in-office days on Mondays and Wednesdays
• 25 days holiday plus bank holidays
• Add 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
• 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
• Equity options - own a part of the business