Job Description

Customer Services Manager
Hayes, London
As we set-up for 2025 and beyond, we're doubling down on delivering 5* service. We want to further strengthen our leadership team with a Customer Services Manager. This role will lead a small, yet mighty team of customer service experts as we support the growth of employers and employees that use our product.
As the UK's only B Corp Certified salary sacrifice provider, we're transforming the future of electric vehicle adoption in the UK through salary sacrifice. Building on that success, we've launched The Charge Scheme - an innovative benefit allowing employees to save 20-50% on EV charging via salary sacrifice. Voted 4.9 on Glassdoor and certified by Welcome To The Jungle, it's never been a more exciting time to join!
Key Responsibilities:

• 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

About you:

• 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.

Benefits:

• Hybrid working with 2 days in the office (Hayes, London).
• 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.

Skills Required