Experienced Customer Care Executive – Driving Excellent Customer Experiences in Electric Car Leasing

At arenaflex, 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 arenaflex, 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 arenaflex, 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 arenaflex, 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 arenaflex, 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. Apply for this job