Customer Service Representative, Pivotal Remote
Job description
Customer Service Representative (Member Vehicle Support Department), Pivotal Subscription by Jaguar and Land Rover.
London, United Kingdom Studio 107, InMotion Ventures 3 Ltd
About us
Powered and wholly owned by Jaguar and Land Rover (JLR), InMotion Ventures is an investor and incubator focused on the future of mobility and transportation.
Pivotal is a vehicle subscription business that launched in October 2019, since then we have gained fast market traction in the UK and are continuing to build the team, develop processes and systems to grow the business and facilitate further market growth.
To find out more about Pivotal, please see: www.drivepivotal.com.
About the Role
Are you able to engage with customers to provide a truly great service? If so, come and join the Pivotal team as a Customer Service Representative working within the Member Vehicle Support Department.
As a key member of the wider Member Services team, you will need to display a great work ethic and have the ability to work on your own initiative to contribute to a scaling business.
One of your main responsibilities will be reviewing vehicle condition reports and subsequent outbound communication to discuss and agree prompt payment with customers, negotiating where necessary to avoid escalated disputes.
We are seeking applications from candidates with proven experience in providing direct telephone and online customer services, ideally within a similar environment.
Although this role is mainly based from home, there is a requirement for occasional travel to our offices in central London (Kings Cross).
Requirements
Working within the Member Vehicle Support Department you will;
- Prioritise and process customer enquiries submitted by telephone, email, live chat or instant message.
- Review vehicle condition reports and subsequent outbound communication to customers to discuss and agree prompt payment of any vehicle collection charges, negotiating where necessary to avoid escalated disputes.
- Understand and operate within the framework of the BVRLA guidelines.
- Support customers during their subscription including, but not limited to, any vehicle issues they may experience such as a breakdown or accident.
- Investigate and resolve customer queries quickly and patiently, including assistance of customers who may have received their vehicles late, have an issue with their vehicle or are concerned about their vehicle collection charges.
- Maintain thorough and accurate customer record keeping at all times.
- Keep confidential records and financial information private and secure.
- Liaise with dealers within the JLR network, insurance companies and repair shops as necessary.
- Work as part of the broader Sales and Member Services team to provide proactive customer support.
Skills & Experience
- Excellent written and verbal communication skills required (fluent in English, both written and verbal).
- Friendly, patient and ability to work in a fast-paced environment.
- Determination, diplomacy, and excellent interpersonal skills.
- Customer Service and complaint management experience.
- Ideally would be aware of the vehicle inspection / appraisal process and have knowledge of BVRLA fair wear and tear standards.
- Strong negotiation and influencing skills, ability to resolve complex queries and disputes.
- Strong IT skills and experience in Salesforce is desirable.
- Extreme attention to detail and accurate record-keeping.
- Excellent time management skills with the ability to work to deadlines.
- Ability to prioritise workload based on customer requirements.
- React quickly and efficiently with both internal and external issues.
- Be a critical thinker and use initiative to solve problems.
- Passionate for a fast-paced growth business and desire to be a part of a high performing team.
- Experience in the automotive industry is strongly desirable, but not mandatory.
- Prioritise and process customer enquiries submitted by telephone, email, live chat or instant message.
- Review vehicle condition reports and subsequent outbound communication to customers to discuss and agree prompt payment of any vehicle collection charges, negotiating where necessary to avoid escalated disputes.
- Understand and operate within the framework of the BVRLA guidelines.
- Support customers during their subscription including, but not limited to, any vehicle issues they may experience such as a breakdown or accident.
- Investigate and resolve customer queries quickly and patiently, including assistance of customers who may have received their vehicles late, have an issue with their vehicle or are concerned about their vehicle collection charges.
- Maintain thorough and accurate customer record keeping at all times.
- Keep confidential records and financial information private and secure.
- Liaise with dealers within the JLR network, insurance companies and repair shops as necessary.
- Work as part of the broader Sales and Member Services team to provide proactive customer support.
Skills & Experience
- Excellent written and verbal communication skills required (fluent in English, both written and verbal).
- Friendly, patient and ability to work in a fast-paced environment.
- Determination, diplomacy, and excellent interpersonal skills.
- Customer Service and complaint management experience.
- Ideally would be aware of the vehicle inspection / appraisal process and have knowledge of BVRLA fair wear and tear standards.
- Strong negotiation and influencing skills, ability to resolve complex queries and disputes.
- Strong IT skills and experience in Salesforce is desirable.
- Extreme attention to detail and accurate record-keeping.
- Excellent time management skills with the ability to work to deadlines.
- Ability to prioritise workload based on customer requirements.
- React quickly and efficiently with both internal and external issues.
- Be a critical thinker and use initiative to solve problems.
- Passionate for a fast-paced growth business and desire to be a part of a high performing team.
- Experience in the automotive industry is strongly desirable, but not mandatory.
Benefits
What we offer
- This is a permanent role within a constantly growing business.
- Competitive salary plus bonus entitlement.
- Mainly working from home.
- Positive company culture with quarterly social events.
- Casual dress when in the office.
- 25 days holiday plus bank holidays and an additional day for your birthday.
By applying to this position, you agree to allow InMotion Ventures Ltd (Abbey Road, Coventry, CV3 4LF, [email protected]) to collect, store and process your resume, contact details and any other personal data that you submit. If InMotion is providing recruitment services to a third-party, you also extend this permission to our end client.
We will process this data for recruitment purposes only. The data will be stored in our Applicant Tracking System, (which stores data in the U.S and is fully compliant with EU data protection laws), and we will not share it with anyone else.
We would like to keep this data until our open role is filled and may choose to keep it in our database for future roles for up to 12 months.
Here’s a link to our privacy policy. In this policy, you will find information about our compliance with GDPR (data protection law.) You can find how to send us a request to let you access your data that we have collected, request us to delete your data, correct any inaccuracies or restrict our processing of your data. You also have the right to lodge a complaint about the way we handle your data. If you have not heard back from us within 3 weeks, please assume your application has been unsuccessful.
