Customer Service Manager, The Electric Car Scheme
£45-50k
2 days a week in office
Making net zero the obvious choice
Posted today
Making net zero the obvious choice
21-100 employees
Posted today
£45-50k
2 days a week in office
21-100 employees
Company mission
To establish ourselves as the obvious choice of company to support people through their transition to net zero by 2050.
Role
Who you are
- Proven people leader managing with the ability to foster a highly engaged, customer-centric team culture
- Experience leading an omni-channel team (chat, calls, emails)
- Exceptional understanding of 5* customer care and proven ability to execute your vision
- A “voice of the customer” champion who is able to represent the customer in our company strategy, decision-making and product roadmaps
- Ability to identify root causes of poor customer experience, propose solutions and work with our Product teams to resolve
- Track record delivering excellent results across SLAs, CSAT and public reviews such as Trustpilot and Google
- You are a Zendesk (or similar) expert, able to lead in optimising our tech stack and tooling
- Ability to produce useful and accurate reporting, to support improvements and monitor performance
What the job involves
- Responsible for delivering 5* service across our employer and employee customer base
- Lead our Customer Care team which includes setting the vision, performance management and supporting career and personal development
- Develop a deep understanding of our business, products, systems and processes so you are able to support the team and to take ownership of escalations
- Your team will feel trusted, supported and confident in the role, with the ability to overcome hurdles but know when to reach out to you for guidance and support
- Take ownership of dissatisfactions and complaints which will be handled to the TCF standard and resolved consistently within our T&Cs
- Responsible for our internal and external reputation. You will be passionate about clear and concise information being provided throughout the customer journey
- Contribute significantly to the customer experience strategy - we are relying on your experience, know-how and learnings
- Support that The Electric Car Scheme is the leader & “go to” brand in our category
- Create promoters and advocates of ECS, by ensuring Trustpilot, Google Reviews and CSATs are continuously towards 5*
- Utilise, build on and optimise our tech stack to support the customer service vision
Salary benchmarks
Our take
New cars and vans powered wholly by petrol and diesel will not be sold in the UK from 2030. Because of this, there is expected to be a huge shift in the market towards electric vehicles. In 2021, hybrid and plug-in electric vehicles accounted for just 18.5% of car registrations, so there is a long way to go.
From 6th April 2020 the UK government introduced huge tax savings for people who lease an electric vehicle through their company. The Electric Car Scheme makes it easy for people to access these tax savings through salary sacrifice, essentially offering the Cycle-to-Work Scheme - but for electric cars.
Anyone looking to lease an electric car can use The Electric Car Scheme to get the tax savings. That’s 20-50% off of the cost of the car lease, which makes it much more attractive than petrol or diesel cars. The Electric Car Scheme has great tailwinds given the shift, and will be moving fast to try and capitalise on it.
Freddie
Company Specialist at Welcome to the Jungle
Insights
46% female employees
Company
Employee endorsements
Supportive management
"My manager is highly supportive - ensures that the entire team are aligned and never left in the dark. He constantly looks for opportunities to help..."
Funding (2 rounds)
Aug 2022
$3.4m
SEED
Oct 2021
$1.4m
EARLY VC
Total funding: $4.8m
Company benefits
- Hybrid working with 2 days in the office
- 25 days holiday + 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 - 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
- Equity options - own a part of the business
- Free lunch every Wednesday
- Bupa healthcare
- £100 home office budget
Company values
- One Team: Win & lose together - no blame
- Reach for the Stars: Ownership - act like you own it… you do!
- Care for the customer (and each other): We strive for 5* service, always
- Equal in opportunity: Value diversity and respect each other
- Progression: We believe being in a start up that offers a great opportunity to fast track your career!
Company HQ
Hayes, UK
Articles
Leadership
Tom Eilon
(Co-Founder & CPO)Tom is a University of Cambridge graduate and leads Product Strategy and Innovation, building on senior roles at Funding Circle and accuRx.
Thom Groot
(Co-Founder & CEO)Thom draws on leadership roles as MD Europe at XE.com and Digital Director at The AA to drive growth, innovation, and market impact.
Alex Ramsay
(Chief Commercial Officer)Alex brings senior ales leadership from Sensorfact and Funding Circle, driving growth through high-performing teams and scalable commercial strategies.
Gaurav Ahluwalia
(Marketing Director)Gaurav brings growth expertise from Voi Technology and 6+ years at Europcar, driving brand impact, customer engagement, and market expansion.
Mas Morton
(Chief of Staff)Mas combines legal expertise and strategic HR leadership to guide growth, foster culture, and develop leaders as we scale from start-up to success.
Alex Blair
(Chief Technology Officer)Alex leads technology strategy and innovation, building scalable solutions after senior engineering roles at Funding Circle UK.
People progressing
Sid joined ECS Marketing as an intern in 2022, became Marketing Executive after graduating from King’s College London, and is now Brand Manager, a key player shaping the brand’s growth.
Sarah has progressed at ECS from Account Manager in 2021 to Customer Success Lead in 2025, advancing through four roles and building deep expertise in customer success leadership.
Hugo has grown at ECS from Business Development Executive in 2022 to Partnerships Manager in 2024, progressing through key sales roles and driving growth in B2B partnerships.
Zabrina progressed at ECS from Customer Operations Specialist in 2023 to Senior Customer Operations Specialist in 2024, leading complex cases and improving operational workflows.
Diversity, Equity & Inclusion at The Electric Car Scheme
- At The Electric Car Scheme, we believe diversity brings us together and fuels creativity - an essential ingredient for any start-up. Valuing and embracing diversity isn’t just the right thing to do, it’s how we ensure innovation thrives, talent grows, and our business succeeds. We’re proud to encourage applications from candidates of all backgrounds and experiences. The motor industry has long been male-dominated, but we’re committed to changing that. We actively work to attract and support candidates of all genders - and we want you to apply even if you don’t meet 100% of the “what you bring to the role” list. We know that when everyone can bring their whole self to work, we all win.
Share this job
View 4 more jobs at The Electric Car Scheme