We are looking for a Customer Operations Specialist who is passionate about delivering exceptional, high-quality service and guiding drivers through their leasing journey from order to return.
This is a hybrid role – 2 days in office per week minimum, in either London or Brighton.
Responsibilities
- Deliver 5 Star Phone Support: Be the friendly, professional voice that drivers rely on, handling inbound and outbound calls with empathy.
- Own the Driver Journey: Manage the end‑to‑end process from order to delivery, acting as the driver’s personal project manager, removing blockers and communicating updates.
- Champion Brand Reputation: Proactively seek opportunities to delight drivers, aiming for top‑tier feedback from every interaction.
- Creative Problem Solving: Resolve hurdles such as manufacturer delays or spec changes with fair solutions that keep the driver mobile and happy.
- Operational Resilience: Maintain high standards and a positive attitude, managing workload effectively even during busy periods.
- Excellent Phone Manner: Build rapport quickly and stay calm under pressure.
- A Passion for Service: Genuinely enjoy helping people and go the extra mile to ensure a memorable experience.
- Resilience and Grit: Thrive in a fast‑paced scale‑up environment and view challenging conversations as opportunities to win trust.
- Attention to Detail: Ensure no detail is missed in the contracting or delivery process.
- A Team Player Mindset: Work as part of a close‑knit team, sharing feedback and suggesting improvements.
- Knowledge of Cars/EVs (Preferable): Background or interest in the automotive industry or electric vehicles is an advantage.
Qualifications and Skills
• Strong communication skills with natural phone manners; excellent phone manner required.
• Ability to manage complex logistics updates and turn them into reassuring conversations.
• Comfort working in ambiguous situations and change.
• Experience in a similar customer‑service role is desirable.
As an equal opportunity employer, we do not discriminate on the basis of any protected attribute. Our commitment is to provide equal opportunities, an inclusive work environment, and fairness for everyone.
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