Customer Care Manager (Team Lead), Ohme

£35-40k

Benefits + Discretionary Bonus

Junior and Mid level

London

Electric charging solutions for customers and businesses

Job no longer available

Electric charging solutions for customers and businesses

101-200 employees

B2CB2BEnergySustainabilityTransportElectric Vehicles

Job no longer available

£35-40k

Benefits + Discretionary Bonus

Junior and Mid level

London

101-200 employees

B2CB2BEnergySustainabilityTransportElectric Vehicles

Company mission

To speed up the global transition to clean energy by providing affordable and easy-to-use smart charging technology for drivers around the world.

Job

Company

Role

Who you are

Self-starter with a positive, can do attitude. Naturally inquisitive and a creative problem solver
Familiar with CRM systems and practices essential
Excellent communicator, both in writing and on the phone
Ensure a high answer and call back rate
Experience working within a customer care function within a retail or software environment
Data-driven and able to interpret and make decisions using numbers and management dashboards
Exceptional organisational skills with a meticulous eye for detail
Management experience preferred

What the job involves

Ensure a high call back rate, in accordance with team service levels
Quick and thorough responses to customer queries and complaints
Nurture customers with complex problems and be their champion within the business to solve their issue
Proactively identify common issues and submit requirements to the product and technical teams
Be the customer guide and support them with their product engagement
Develop and support programs and frameworks to train the customers, and the customer care team, to ensure high customer satisfaction rates
Advise on dashboards and management metrics to monitor the customer experience, specifically in after care
Manage a team of highly empathetic and efficient customer care representatives who are continuously finding new ways to pre-empt potential customer issues and quickly troubleshoot problems.

Application process

1. Apply via Otta
2. In person or video call with HR Manager or Operations Director
3. Final interview with team members and one other stakeholder

Salary benchmarks

Our take

Ohme was founded with a dual mission; empowering customers to save money on electric vehicle (EV) charging while promoting environmental sustainability. Its vision revolves around a smart charging system that incentivises off-peak charging through cost reduction and even cash-back rewards.

This translates into a unique digital ecosystem for EV drivers. The Ohme "brainbox" works seamlessly with its data-driven app, ensuring the cheapest charging rates while minimising environmental impact. Beyond offering cost savings for individuals, the charger empowers consumers, businesses, and energy suppliers to collaborate and contribute to the global shift toward renewable energy sources.

The Ohme app places control directly in the hands of users. By integrating with smart tariffs, it allows them to choose the optimal time and amount of energy for charging their EVs. This approach even creates opportunities for users to earn rewards by charging during off-peak hours, further incentivising sustainable practices. As the EV market anticipates an 18.2% annual growth over the next decade, Ohme is strategically positioned to support this transition.