Customer Services Manager

We are excited to offer the opportunity to become part of our leadership team here at ECS. Delivering 5 Customer service has always been a non-negotiable as we've built our team and product over the last 3 years. As we set-up for 2025 and beyond, we're doubling down on delivering 5 service We've recently hired a Head of Operations and now 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. You will take charge of our Customer Service team supporting and guiding them through the next part of an already incredible journey. We are looking for someone who will be hyper focused on delivering exceptional service which can be seen through 5 reviews across Google and Trustpilot. You will work closely alongside our Fulfilment Team who take the lead in getting everything in place for the car to be delivered and overcome any minor stumbling blocks. The Customer Service Team will deal with everything and anything from the day of delivery ensuring that our customers can get quick responses and feel they are being looked after, even if there's a bump in the road. The goal - lead a highly engaged, specialised team that are passionate about 5 service, focused on creating promoters of our services, providing the best customer outcomes and a brand synonymous with excellence. You’ll work closely with our leadership team for support, advice and insights and be responsible for informing and guiding strategy. What you Bring to the role: 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 You'll be doing 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 About us: Here at The Electric Car Scheme, we believe our strength lies in our people. Our team is the heart of our company, driving everything we do. If you're on the lookout for a role with opportunities for rapid growth and a genuinely supportive team then we want to hear from you We take pride in being a B Corp certified company, reflecting our commitment to the planet. Your skills and passion are not only valuable to us but also crucial for our planet. The planet needs you, and so do we Company Benefits Hybrid working with 2 days in the office (Hayes, London) 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, primary carers in their first year with ECS receive 6 weeks full pay and 6 weeks half pay, increasing to 12 weeks full pay and 8 weeks half pay from their second year. Secondary carers in their first year with ECS receive 2 weeks full pay, and from their second year receive 2 weeks full pay as well as an additional 5 days annual leave. 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 Vitality healthcare Pension Equity options - own a part of the business Why work with us Personal growth - join us as an early employee to fast track your progression opportunities Competitive salary, pension & incentives scheme to share in our success Voted 4.9 on Glassdoor Voted 4.8 on Trustpilot Voted Top 100 Organisation to ‘Escape’ to in 2022 & 2023 by Escape the City Certified Company on Otta (we treat applicants really well) Be part of our friendly, family-like culture, enjoy our benefits - we value our people, diversity and building a wonderful culture where we can thrive