Customer Service & Operations Executive Sheffield, England
Job description
Customer Service & Operations Executive
About us
At Mina our mission is to accelerate the transition to electric vehicles by making paying for EV charging radically simple.
Mina is a small, ambitious technology startup which has seen significant success despite being just over 3 years old. We’ve secured a number of blue chip customers, and raised over £6.5m in investment. In February 2023, Mina was bought by our partners at Fleetcor and we are now 100% owned by the Fleetcor group. Mina forms a core part of Fleetcor’s global EV strategy.
Our award winning payments platform allows fleet managers to easily manage their EV charging wherever drivers charge - at home, on the road and at work.
As a group of people we’re passionate about sustainability, and helping to get more Zero Emission vehicles on the UK’s roads. We’re also a B Corp, and take the environment, diversity and inclusion seriously in our day to day work.
Mina is built on a principle of trust - it’s one of our values - and is core to how we treat each other and our customers. We’re building a culture unlike many other companies, where we believe supporting and trusting our team can help us to go further, faster and ultimately to change the world for the better.
About you
We’re looking for someone to join our busy Customer Service & Operations team.
Reporting to our Customer Service & Operations Team Leader, you will support them with the weekly operations tasks and will need to be methodical, with great admin skills and attention to detail.
Our customers love our service, and a big part of that is how we treat the drivers we work with every day. Ideally you’ll have experience in a customer service role, and you’ll love speaking to people.
What you’ll be doing
You’ll be supporting EV drivers as we onboard them onto the Mina platform, reaching out to those who are having problems getting on board, explaining the Mina solution and generally supporting admin tasks within the Operations team.
You will also be responsible for:
● Dealing with support queries from drivers via live chat, phone & email.
● Onboarding drivers, speaking to them ensuring they have their charger app downloaded and know the onboarding process.
● Chasing drivers that have partially or not completed onboarding.
● Researching energy tariffs in the market, updating our systems as they change.
● Data uploading and processing.
● Daily checking of charge point data, reaching out to drivers where there are issues.
● Picking up any ad hoc operations tasks as required, general admin tasks, updating spreadsheets etc.
● Assisting our Customer Success team to ensure we are hitting deadlines set to our customers.
Who we’re looking for
You should apply if:
● You are energetic, chatty, organised, resilient and love working with people.
● You have 12 months experience in a customer service role, and enjoy the busy, unpredictable nature of customer service.
● You can communicate clearly to multiple audiences, via e-mail, live chat and over the phone.
● You can manage your workload proactively and consistently hit deadlines.
● You are able to adapt to changing priorities and quickly switch tasks depending on urgency and business priorities.
● You have a passion for the environment, and you’re excited by the opportunity to work in a startup environment helping to switch drivers to electric vehicles.
Location and hours
Mina has a studio in Kelham Island, Sheffield, but you're free to work remotely, in the studio, or a bit of both, provided you are available for face to face collaboration when the need arises.
We also offer flexible working conditions, with core hours of 10-3 and a working week of 35 hours.
Benefits
The salary range for this role is £20,000 - £22,000 per annum, depending on experience.
We offer 25 days annual leave a year which you can take as and when you like - we don't expect you to ask for permission or approval. We also give you bank holidays off, plus we usually shut down for a week over Christmas.
Throughout the year we also offer a day for yourself to look after your wellbeing and a day to give back to volunteer at a charity of your choice.
You will have the opportunity to opt into our Westfield Health cover and we can help you make the switch to EV with a salary sacrifice scheme. We also match pension contributions up to 3%.
Diversity & inclusion
Mina is committed to develop and maintain a culture of diversity and inclusion. Having a diverse team of awesome people allows us to grow and learn together, in turn making our company stronger. Our inclusive culture allows us to be brave, be ourselves, find a way, care, and most importantly enjoy our work.
Our team includes graduates and non-graduates; some of us are former consultants; some have worked for huge, international companies; some have never worked in a startup before. As long as you have a passion for learning new things, we want to talk to you.
How to apply
To apply, email [email protected] attaching a CV and a summary of what interests you about the role.
Job Types: Full-time, Permanent
Salary: £20,000.00-£22,000.00 per year
Benefits:
- Casual dress
- Flexitime
- On-site parking
- Work from home
Schedule:
- Flexitime
- Monday to Friday
Work Location: Hybrid remote in Sheffield
Reference ID: Customer Service & Ops Exec
