An outstanding opportunity to be part of a high growth business at the heart of the low carbon transition. You will be an outstanding sales and customer operations leader adept at optimising both human and digital customer interactions. Combining E mobility, Fintech and EnTech DriveElectric are established leaders in the provision, funding and operation of electric vehicles. Growth of 77% year on year is being achieved and set to continue due to the recent 50/50 partnership with Sumitomo Corporation alongside brand partnerships with the likes of EDF and Lloyds Banking Group. Please apply if you are looking to take a strategic part in rapid digital transformation and business sales growth in a market set to take 50% of vehicle registrations by 2027.

Main Purpose of the Position

Leading the teams that deliver the human face of DriveElectric this role will ensure the successful engagement of a range of customer types both to secure new relationships and then to ensure in life engagement that keeps them coming back for more and referring others. Key metrics will include conversion of opportunities presented from marketing activities and appropriate unit sales for both new and repeat business, along with delivery of quality of service that ensures we both delight customers and maintain compliance with FCA, ICO, BVRLA, Bank Partners and other regulatory oversight.

Lead the Customer Operations team to deliver market-leading customer focus, satisfaction, and loyalty.

Key Results for this Position

• Acquisition of business customers
• Generating % of opportunities related to customer fleet from business customers
• Percentage Conversion of Opportunities to Orders
• Customer satisfaction relating to deliveries and in life service
• Maintaining NPS score across all customer types

Key Responsibilities

• Works with the CEO and Senior Leadership team to develop and direct the Customer Operations plan to the strategic business plan, company growth strategies and business development opportunities.
• Promote effective communication with all internal functions
• Responsible for the coaching, training and career development of the Customer Operations team across Retail, SME and Fleet customers including customer services.
• Accountable for achieving goals for customer engagement relating to new customer journey including recording customer data, qualifying opportunities, securing orders, completing lease documentation and deliveries across Retail and SME
• Accountable for achieving Unit Volume Goals and Margin for new customer acquisition, customer retention and fleet penetration across all customer types.
• Accountable for the delivery of customer operations to fit budget objectives of the business mainly relating to overhead / margin
• Accountable for execution of all in life contact and processes.
• Responsible for ensuring all customer engagement activities meet current regulatory requirements including but not exclusively FCA, ICO, BVRLA and requirements for bank and other partners.
• Accountable for setting detailed departmental goals for performance and growth
• Leads, coaches and develops a team across multiple locations
• Drives business development for SME/ Retail and Fleet activity including input/collaboration on product development and marketing strategy.
• Provides timely, accurate and complete reports relating to volume, timing and quality of customer operations
• Measures and analyses the efficiency of systems and procedures and works with Marketing and Product team to design implement and measure improvements.
• Establish customer operation and sales KPIs and conduct quality assessments
• Monitor daily operations and address potential issues when they arise
• the needs of external and internal stakeholders.

Professional Competencies

• Strong leadership skills with the ability to share the Company’s vision, mission and values
• Strategic thinker
• Proven ability to meet and exceed business objectives.
• Proven planning and organisational skills including project management
• Team management skills including managing remote employees
• Able to make sound decisions based on accurate and timely analyses
• Numerically competent with the ability to create reports and analyse data
• Can inspire confidence, engaging people skills
• Strong influencing and persuasion skills
• High levels of accuracy and attention to detail in work.
• Excellent relationship management skills
• Ability to drive the Customer Operations to deliver excellent customer service

Personal Competencies

• Drive and desire to exceed market norms in terms of performance
• Creative approach to problem solving and development.
• Superb communicator with a good understanding of human behaviour.
• A positive and professional attitude.
• Always demonstrates honesty and integrity.
• Strong team player and collaborator

Knowledge and Experience Required

• At least 3 years senior sales or customer operations or sales leadership
• At least 7 years sales or customer operations experience
• Proven sales achiever across B2C and B2B
• Good understanding of leasing business and financial issues.
• Delivered digital business process change and through OKR or similar method
• Experience of working within FCA or similar compliance framework
• Vehicle and or finance experience desirable

Qualifications Required

Bachelor’s degree in Business Administration/ Management or similar field

Benefits

• Salary up to £100k depending on experience
• Tesla company car
• Employee Assist Programme (a confidential service to help colleagues)
• A positive, friendly and respectful working environment, set in an attractive riverside office
• Independent HR team

The purpose of this role is to lead a team of Customer Service Advisors to deliver industry leading customer experience and advice for our customers. The role will balance digital customer experience with personal customer interaction. The role will be varied; leading and developing a team responsible for; first line of contact for all internal communications, initial renewal engagement with retail/micro customers, administrative processes, own fleet operations and complaints. An expert understanding of existing products and the industry is needed to ensure the highest standard of advice is provided to our customers.

Key Duties and Responsibilities

• Responsible for ensuring the Customer Service team deliver in line with all business KPI’s.
• Responsible for developing and leading a team to ensure expert knowledge of all aspects of the business and our products can be provided.
• Responsible when needed for supporting in business wide and/or team initiatives and projects to improve efficiency, performance, and customer experience.
• Ensuring full compliance with Financial Conduct Authority guidelines, including but not limited to; customer communications, complaint handling and retail/micro renewal communications.
• Responsible for developing and executing the customer renewal management strategy for retail and micro.
• Ensuring full compliance with the BVRLA Broker Services Code of Conduct.
• Responsible for overseeing the team in delivery of digital and human customer experiences including but not limited to; live chat monitoring, monitoring of renewals and existing contracts, email (via cases) and phone communications.
• Responsible for a 4.8* TrustPilot review average, the collation of reviews and the monitoring of the TrustPilot portal.
• Responsible for leading and developing a team to provide charging advice, OVEZ advice and basic vehicle capability advice.
• Leading a team through administrative duties
• Responsible for ensuring records within the CRM are kept accurately updated
• Responsible for the training and development for the team. Supporting monthly 1 to 1s and the formal quarterly review process.
• Responsible for being the escalation point for all customer complaints.
• Responsible for overseeing and reporting on the complaints process in line with FCA and BVRLA guidelines.
• Responsible for KPI reporting for the team.
• Responsible for identifying process and initiative improvement.

Professional Competencies

• High levels of accuracy and attention to detail in work
• Customer focused
• Strong people management and development skills
• Strong IT skills (Microsoft office, Live Chat, Dynamics 365. Customer portal management and CRM systems)
• Expert understanding of Customer Experience
• Understanding of the leasing and rental industry

Personal Competencies

• Ability to manage own tasks and prioritise workload
• Ability to work to tight deadlines in a fast paced environment
• Flexible outlook
• Enthusiastic with a ‘can do’ attitude
• A willingness to learn and grow within a commercial environment where customer experience and client satisfaction is the primary focus

Knowledge and Experience Required

• Experience of dealing with customers
• Working knowledge of Microsoft package, i.e. Outlook, Word and Excel as well as CRM systems such as ACT or 365
• The ability to train, develop and support others to ensure continuous improvement
• The ability to report up and down the chain of command to ensure clarity in messaging and delivery

Qualifications Required

• A minimum of grade A to C in maths and English GCSE or equivalent
• Full driving licence

Desirable Qualifications and Experience

• Previous experience within the automotive industry, preferably contract hire or rental
• Previous experience working in a fast-paced sales administration environment
• 3 A-Levels or A-C or equivalent
• 2:1 degree or equivalent

Benefits

• Salary 20 – 25k (depending on experience)
• Pension and paid holiday
• Employee Assist Programme (a confidential service to help colleagues)
• A positive, friendly and respectful working environment, set in an attractive riverside office
• Training and career progression within a growing sector
• Independent HR team