Job Description
At careerzynith, we're revolutionizing the electric car leasing industry with our innovative approach to sustainable transportation. As a highly skilled Customer Care Executive, you'll play a crucial role in delivering exceptional customer experiences, ensuring our customers feel valued, heard, and supported throughout their journey with us. If you're passionate about making a difference, have a keen eye for detail, and excel in complex communication, we want to hear from you.
- *What You'll Do**
As a Customer Care Executive at careerzynith, you'll be responsible for investigating and analyzing complex customer complaints and feedback in regulated and non-regulated environments. Your exceptional communication skills, combined with your strong curiosity and drive for delivering excellent customer experiences, will enable you to:
- Thoroughly investigate and analyze all complex complaints that may take longer than 3 days to resolve
- Handle complex inbound and outbound communication with customers in a calm and professional manner
- Work closely with our Operations and Customer Success teams to deliver data-led performance monitoring, aligned to individual and team-wide objectives
- Use multiple data sources to monitor performance across metric scorecards and occasionally report against KPIs/SLAs to support management when needed
- Communicate with internal and external parties as needed to investigate and close complaints
- Ensure regulatory compliance, including meeting SLAs and liaising with the Financial Ombudsman Service and the British Vehicle Rental and Leasing Association (BVRLA) for escalated complaints
- Maintain and update the complaints database with accurate information
- Make recommendations for fair redress and remedial actions
- Document all complaints according to policies and procedures
- Provide root cause analysis and notify the management team of trends to recommend business improvements based on feedback
- *What You'll Need**
To succeed in this role, you'll require:
- 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
- *Why You'll Love It Here**
At careerzynith, we're proud to be part of the Octopus Energy Group, a dynamic and innovative organization that's transforming the energy industry. Our unique culture is built on autonomy, collaboration, and a passion for making a difference. You'll have the opportunity to work with a wide range of amazing co-owners, on projects that break new ground, and be rewarded with perks that actually matter to you.
- 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 flexible salary structure, so you can focus on finding the right octofit
- Our perks hub, Octopus Employee Benefits, offers a range of benefits that cater to your needs and interests
- *Career Growth Opportunities and Learning Benefits**
At careerzynith, we're committed to helping you grow and develop your skills. You'll have access to:
- Regular training and development opportunities to enhance your knowledge and expertise
- Mentorship programs to support your career growth and progress
- A collaborative and inclusive work environment that encourages innovation and creativity
- Opportunities to work on high-profile projects and contribute to our mission to drive sustainable change
- *Work Environment and Company Culture**
Our office is a vibrant and dynamic space that reflects our unique culture. You'll have the opportunity to work with a diverse team of talented individuals who share your passion for making a difference. Our office is equipped with the latest technology and amenities to support your productivity and well-being.
- *Compensation, Perks, and Benefits**
We offer a competitive salary and benefits package, including:
- A flexible salary structure to match your experience and skills
- A range of perks and benefits that cater to your needs and interests
- A comprehensive benefits package, including health insurance, pension scheme, and more
- Opportunities for career growth and development
- *How to Apply**
If you're passionate about delivering exceptional customer experiences and making a difference in the electric car leasing industry, we want to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you!
- *Equal Opportunities Employer**
At careerzynith, we're committed to providing equal opportunities for all applicants, regardless of their background, experience, or qualifications. We're an inclusive organization that values diversity and promotes a culture of fairness and respect. If you require any accommodations or have a unique preference, please let us know, and we'll do our best to support you.
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