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Fast paced and dynamic with the opportunity for exponential growth as Britain moves towards 2030, DriveElectric is at the forefront of the Electric Vehicle (EV) revolution as we help our customers along the road to net zero.

We understand that turning to EVs isn’t just a purchase, it is a life choice and we pride ourselves on putting the customer at the heart of everything we do to support them on their electrification journey.

We are the experts in our field and pride ourselves on providing real world knowledge to customers in an efficient and friendly way. We are implementing cutting edge technology to drive efficiency and change whilst sticking true to our core value of being a ‘human’ business.

The electric vehicle market is one of the most exciting opportunities of our times. With sales set to multiply over the next few years DriveElectric are uniquely positioned to take advantage as leaders in the electric car and van leasing market.

Over the past 10 years DriveElectric, has put over 6,000 electric vehicles on the UK roads for consumers and businesses. From impressive green beginnings when DriveElectric funded the UK’s first Tesla Roadster, the company has grown to become an award-winning independent market leading provider, research bank and advisor on electric vehicles and EV charging. DriveElectric are also experts in vehicle grid to grid (V2G) technology through their involvement in world leading charging projects Electric Nation and My Electric Avenue.

Operations team leader

The purpose of this role is to lead a team of EV Operations Coordinators to deliver high levels of administrative, back office, operational and dealer management support on a day-to-day basis in line with business KPIs. The role is varied and will provide a balance between people leadership, people development, day to day administration and day to day operational management of dealers and suppliers for both own book and broker channels.

Main duties and responsibilities

•       Responsible for ensuring the day to day operational and administrative workload for the customer operations team is delivered in line with business KPI’s.

•       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 communication, supplier/third party communication and documentation.

•       Ensuring full compliance with the BVRLA Broker Services Code of Conduct.

•       Responsible for overseeing the team delivering in sales administration including finance applications.

•       Responsible for all operational and administrative duties across broker and own book products, including but not limited to; purchase orders (including error resolution), customer contracts (including error resolution), delivery/logistical operations, payout packs, damage cases, maintenance, vehicle downtime, Tesla spreadsheet/process, delivery/order updates, error recording/reporting/fixing, own book and funder order bank audits.

•       Responsible for day to day management of; dealers (including dealer updates), funders, SAFO and IT Fleet.

•       Responsible for ensuring all mandatory training is completed and up to date

•       Responsible for ensuring records within the CRM are kept accurately updated

•       Responsible for the training and development of day-to-day skills for the team. Providing monthly 1 to 1s and formal quarterly review process.

•       Responsible for own fleet auditing, billing and life cycle of our flexi and BCH vehicles.

•       Responsible for KPI reporting for the team.

 

Professional competencies

•             High levels of accuracy and attention to detail in work

•             Strong IT skills (Microsoft office and CRM systems)

•             Ability to manage a team through high levels of administrative work

•             Strong attention to detail

 

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

·        Working knowledge of Microsoft package, i.e. Outlook, Word and Excel as well as CRM systems such as ACT or 365

·        The ability to support team members in overcoming day to day administrative challenges and errors

·        The ability to train, develop and support others to ensure continuous improvement within the admin function

·        Ability to liaise with line managers and direct reports with consistent messaging.

·        Experience dealing with and managing dealers and suppliers on a day to day basis

Qualifications

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

•       Full driving licence      

•       Previous experience within the automotive industry, preferably contract hire, within a back office dealer function or rental (desirable)

•       Previous experience working in a fast-paced sales administration environment (desirable)

•       3 A-Levels or A-C or equivalent (desirable)

•       2:1 degree or equivalent (desirable)

EV Operations Coordinator

The purpose of this role is to provide administrative and back office operational support in order to achieve business KPIs. The role is varied and will provide a balance in administrative tasks from; supplier and dealer management, operational and customer administration and sales administration.

Main duties and responsibilities

•       Responsible for supporting individually to the teams overall KPI performance as laid out at the bottom of this document. Individual performance measures from a KPI perspective will directly reflect the below on an individual basis

•       Responsible for own fleet auditing, billing and life cycle of own book flexi and BCH vehicles

•       Responsible for auditing funder assets against the Dynamics system.  

•       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

•       Responsible for dealer and funder communications and day to day operating tasks

•       Ensuring full compliance with the BVRLA Broker Services Code of Conduct

•       Responsible for all operational and administrative duties across broker and own book products, including but not limited to; purchase orders, customer contracts, delivery/logistical operations, payout packs, damage cases, Tesla spreadsheet/process, delivery/order updates, error recording/reporting/fixing.

•       Responsible for working from start to finish and having full knowledge of both own book and broker processes (including Dynamics and Bynx)

•       General ad-hoc administrative duties

•       Responsible for ensuring all mandatory training is completed and up to date

•       Responsible for acting as an overflow where needed on the Customer Experience phone line

•       Responsible for ensuring records within the CRM are kept accurately updated

•       Responsible for engaging fully in the 1 to 1, quarterly review and skills matrix process by providing information 24 hours before each meeting

•       Ensuring the MID is updated with latest DE vehicles

•       Ensuring SAFO & AllStar are updated with live fleet reports

•       Understanding how to identify a complaint and how to log to ensure Customer Experience can then investigate

•       Responsible for chasing funders for EV specific documentation that customers may require

Professional competencies

·        High levels of accuracy and attention to detail in work

·        Strong IT skills (Microsoft office and CRM systems)

·        Ability to manage high volumes of administrative work.

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

·        Experience in back office, dealer, operational and sales administration

·        Working knowledge of Microsoft package, i.e. Outlook, Word and Excel as well as CRM systems such as ACT or 365

Qualifications

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

•            Full driving licence

•            Previous experience working in a fast-paced sales administration environment (Desirable)

•            3 A-Levels or A-C or equivalent (Desirable)

EV Customer Experience Advisor

The purpose of this role is 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 and includes; first line of contact for all internal communications, initial renewal engagement with retail/micro customers and expert understanding of existing products and the industry to ensure the highest standard of advice is provided to our customers.

Main duties and responsibilities

•       Responsible for supporting individually to the teams overall KPI performance as laid out at the bottom of this document. Individual performance measures from a KPI perspective will directly reflect the below on an individual basis

•       Provide charging and vehicle capability advice to customer where possible.

•       Monitor customer portal to ensure that information in terms of FAQ’s are frequently updated.

•       Responsible for supporting in achieving an average of 4.8-star TrustPilot reviews annually by providing smooth, compliant and efficient customer experience

•       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 communication, supplier/third party communication and complaint handling

•       Responsible for complaint handling procedures from initial response through to investigation and final response.

•       Ensuring full compliance with the BVRLA Broker Services Code of Conduct

•       Responsible for supporting in customer retention and customer renewals by providing fantastic, proactive customer experience and where necessary proactively chasing disengaged customers to engage them in the renewal process.

•       Responsible for supporting with operational and administrative duties across broker and own book products when volumes dictate, including but not limited to; customer contracts, delivery/logistical operations, maintenance and repair advice, delivery/order updates.

•       Responsible for understanding from start to finish and having full knowledge of both own book and broker processes (including Dynamics and Bynx)

•       Responsible for ensuring all mandatory training is completed and up to date

•       Responsible for ensuring records within the CRM are kept accurately updated

•       Responsible for engaging fully in the 1 to 1, quarterly review and skills matrix process by providing information 24 hours before each meeting

•       Responsible for maintaining a call QA score of above 95%, including 100% in DPA.

Professional competencies

·        High levels of accuracy and attention to detail in work

·        Customer focused

·        Strong IT skills (Microsoft office, Live Chat, Dynamics 365. Customer portal management and CRM systems)

·        Expert understanding of Customer Experience

·        Experience in professional complaint handling

·        Strong analytical skills

·        Strong customer influencing skills

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

·        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

Qualifications required

  • A minimum of grade A to C in maths and English GCSE or equivalent
  • Full driving licence
  • Previous experience within the automotive industry, preferably contract hire or rental (Desirable)
  • Previous experience working in a fast-paced sales administration environment (Desirable)
  • 3 A-Levels or A-C or equivalent (Desirable)
  • 2:1 degree or equivalent (Desirable)

Marketing Assistant

Job added: 29/03/2022

The purpose of this role is to assist the Head of Marketing and Communications and marketing team in executing the marketing plan for our B2B and B2C brands, increasing engagement and awareness in the digital environment.

Key responsibilities

  • Assist with the creation and execution of compelling marketing campaigns into target markets, both B2C and B2B
  • Assist in the creation, development and updating of the website content, including video and written content
  • Assist in the development and growth of DriveElectric social channels
  • Assist in the management and monitoring of PPC campaigns, performance, SEO conversions and web traffic
  • Assist with marketing events and administration
  • Support on maintenance of customer data
  • Assist in production of digital marketing collateral, including newsletters, pdfs and other materials
  • Assist in gathering market intelligence on competitors and wider automotive sector

Key competencies

Professional Competencies 

  • Strong organisational skills with the ability to prioritise workload
  • Understanding of how Social Media platforms can be utilised to grow business
  • Ability to manage own tasks and prioritise workload
  • Excellent technical and analytical skills
  • Customer focused
  • Effective planning and organisational skills
  • Graduate degree in relevant discipline

Personal Competencies:

  • First-class attention to detail and quick to learn
  • Excellent verbal and written communication skills
  • Ability to work as part of a team
  • Ability to meet deadlines in a fast-paced environment
  • Ability to switch from one task to another with ease and agility
  • Self-motivated and tenacious
  • A positive and professional attitude
  • Hard-working, adaptable and enthusiastic

Education

  • Graduate in any discipline
  • Maths and English GCSE or equivalent at grade C or equivalent level

Benefits

  • Competitive salary
  • 23 days annual leave, additional days for length of service
  • 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

To apply for a role at DriveElectric, send your current CV to hr@drive-electric.co.uk.

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