Customer Services Manager, The Electric Car Scheme
£45-55k
2 days a week in office (Hayes, UB3 1HA)
'Cycle to Work Scheme' for electric cars
Job no longer available
'Cycle to Work Scheme' for electric cars
21-100 employees
Job no longer available
£45-55k
2 days a week in office (Hayes, UB3 1HA)
21-100 employees
Company mission
To lead the transition towards Net Zero here in the UK and abroad.
Role
Who you are
- 5+ years in managing and leading a customer service team and the ability to create a strategy for perfecting the customer experience
- We want you to be able to track improvements i.e. creating promoters and advocates of ECS
- Track record of delivering versus targets and in meeting/exceeding our values by understanding the number of cars being delivered, tracking the service being provided and monitoring CSATs, Google Reviews and Trustpilot
- Strong ability for demonstrating and championing the importance of delivering exceptional customer service consistently
- Clear self motivation and ability to work independently
- A collaborative, positive and enthusiastic attitude towards team building and problem solving
What the job involves
- You will be responsible for nurturing the customer service team - this includes onboarding, mentoring, leadership, process improvements, SLAs/KPIs and consistently delivering outstanding service
- 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
- Dissatisfactions and complaints will be handled to the TCF standard and resolved consistently within our T&Cs
- You will also be responsible for our internal and external reputation. We want our sales team to have confidence that all orders are being looked after and should any hiccups arise they are resolved quickly
- You will be passionate about clear and concise information being provided throughout the customer journey
- You will contribute significantly to the customer experience strategy - we are relying on your experience, know-how and learnings
- You will continue to support that The Electric Car Scheme is the leader & “go to” brand in our category. You will be responsible for creating promoters and advocates of ECS, by ensuring Trustpilot, Google Reviews and CSATs are continuously towards 5*
- You will support the Team Managers and build up their knowledge and confidence with managing the team's performance alongside their wellbeing. Ensuring that 121s, quality monitoring, process improvements and other activities are completed to a high and consistent standard
- You will have the skills to maximise our systems potential and use them 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 32%-62% 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
Company
Employee endorsements
Supportive management
"My manager is very supportive. He cares about my career development and what's going on in my life outside work. There are frequently check-ins..."
Funding (2 rounds)
Aug 2022
$3.2m
SEED
Oct 2021
$1.3m
EARLY VC
Total funding: $4.5m
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
- Pension
- Equity options - own a part of the business
- Free lunch every Wednesday
- Vitality healthcare
- £100 home office budget
Company values
- One Team
- Reach for the Stars
- Care for the customer (and each other)
- Equal in opportunity
- Progression - everyone deserves to be recognised and 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
(COO)Prior to The Electric Car Scheme, Tom was the VP of Strategy at accuRx. Also worked as the Commercial Director of Funding Circle. Originally trained as a management consultant at BCG. Earned an MBA from INSEAD and a Bachelor's Degree from the University of Cambridge.
Thom Groot
(CEO)Was previously at The AA, Xe.com, INSEAD and Oliver Wyman.
People progressing
Since joining, Anna has been promoted twice within the Operations team. Anna heads up our Customer Operations to ensure our customers have a great experience with us - all with a smile on her face!
Ellie joined our BD team, but felt her skills were better suited elsewhere. We supported her development and she has now transitioned into our Customer Success team!
Leaving the world of law behind, Steph joined us as a Founders Associate. After 10 months she was promoted to Chief of Staff and the latest member of the Senior Leadership Team!
Diversity, Equity & Inclusion at The Electric Car Scheme
Jessica Ingram (Senior Talent Partner)
- Here at ECS we believe that diversity not only brings us together but it allows us to be as creative as possible - essential for a start- up! Embracing diversity and inclusion is not only a responsibility we take seriously as an employer but also imperative to ensure we positively impact innovation, talent management, market competitiveness, and success. We're huge advocates for encouraging candidates from all backgrounds to apply for our roles. We're all to aware that the motor trade is a male dominated industry so we're continuously striving to ensure we're attracting and encouraging candidates of all genders to apply for our roles, even if they don't meet 100% of the "what you bring to the role".
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