Experienced Customer Care Executive – Electric Vehicle Leasing and Customer Experience

At arenaflex, we're revolutionizing the way people experience electric vehicle leasing. As a highly skilled Customer Care Executive, you'll play a vital role in delivering exceptional customer experiences and driving sustainable change. If you're passionate about making a difference and have a knack for resolving complex complaints, we want to hear from you.

About arenaflex

arenaflex is a pioneering company at the forefront of the electric revolution. Our mission is to make it seamless for individuals and businesses to switch to cleaner, greener driving. We're committed to providing our customers with fair pricing and a fantastic experience. As part of the arenaflex team, you'll be part of a dynamic and innovative organization that's transforming the industries we operate in.

Why Join arenaflex?

* We're a Sunday Times best company to work for in 2024 and 6th out of the top 100 start-ups to work for by Tempo in 2025.

• Our Group CEO, Greg, has recorded a podcast about our culture and how we empower our people.
• We offer a unique culture where people learn, decide, and build quicker, with autonomy and a wide range of amazing co-owners.
• Our perks hub, Octopus Employee Benefits, offers a range of rewards and benefits that you'll actually care about.

Key Responsibilities

As a Customer Care Executive, you'll be responsible for:

• Thoroughly investigating and analyzing complex complaints that may take longer than 3 days to resolve.
• Handling complex inbound and outbound communication with customers in a calm and professional way.
• Working closely with our Operations and Customer Success teams to deliver data-led performance monitoring, aligned to individual and team-wide objectives.
• Using several data sources to monitor performance across metric scorecards and occasionally reporting against KPIs/SLAs to support management when needed.
• Communicating with internal and external parties as needed to investigate and close complaints.
• Ensuring regulatory compliance, including meeting SLAs and liaising with the Financial Ombudsman Service and the British Vehicle Rental and Leasing Association (BVRLA) for escalated complaints.
• Maintaining and updating the complaints database with accurate information.
• Making recommendations for fair redress and remedial actions.
• Documenting all complaints according to policies and procedures.
• Providing root cause analysis and notifying management team of trends to recommend business improvements based on feedback.

Essential Qualifications

* Proven Complaint Handling experience in an FCA-regulated environment.

• High-level understanding of DISP regulations.
• Excellent written and verbal communication skills.
• Ability to build strong relationships with internal and external partners (power of persuasion).
• Experience in Financial Ombudsman Service and/or British Vehicle Rental and Leasing Association (BVRLA) liaison and case management beneficial, but not essential.

Skills and Competencies

* Exceptional attention to detail and analytical skills.

• Strong problem-solving and critical thinking skills.
• Excellent communication and interpersonal skills.
• Ability to work in a fast-paced environment and prioritize tasks effectively.
• Strong understanding of regulatory requirements and compliance.
• Ability to work collaboratively with internal teams and external partners.

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to helping you grow and develop your skills. As a Customer Care Executive, you'll have access to:

• Regular training and development opportunities to enhance your skills and knowledge.
• Mentorship and coaching from experienced colleagues.
• Opportunities to take on new challenges and responsibilities.
• A supportive and inclusive work environment that encourages collaboration and innovation.

Work Environment and Company Culture

Our office is a vibrant and dynamic space that's designed to inspire creativity and collaboration. We offer a range of benefits and perks, including:

• Flexible working hours and remote working options.
• A comprehensive benefits package, including health insurance, pension scheme, and annual leave.
• Access to a range of training and development opportunities.
• A supportive and inclusive work environment that encourages collaboration and innovation.

Compensation, Perks, and Benefits

We offer a competitive salary and benefits package, including:

• A salary that's tailored to your experience and skills.
• A comprehensive benefits package, including health insurance, pension scheme, and annual leave.
• Access to a range of training and development opportunities.
• A supportive and inclusive work environment that encourages collaboration and innovation.

How to Apply

If you're passionate about delivering exceptional customer experiences and have a knack for resolving complex complaints, we want to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!

Equal Opportunities Employer

arenaflex is an equal opportunities employer and welcomes applications from all qualified candidates. We're committed to providing equal opportunities, an inclusive work environment, and fairness for everyone. Apply for this job