Introduction to blithequark
At blithequark, we are pioneering a greener, fairer future through our innovative electric car leasing services. Our mission is to make sustainable change, decarbonize the planet, and provide our customers with fair pricing and a fantastic experience. As a leader in the electric vehicle revolution, we are committed to delivering exceptional customer care and ensuring regulatory compliance in all aspects of our business.
About the Role
We are seeking a highly skilled Customer Care Team Leader to oversee our team responsible for investigating and analyzing customer complaints in regulated and non-regulated environments. This is a parental leave cover position for 12 months, and the ideal candidate will possess excellent internal and external communication skills, a strong curiosity for all things complaints, and the ability to motivate a team to deliver fair outcomes to our customers with exceptional attention to detail.
Key Responsibilities
- Thoroughly investigate and analyze all escalated complaints to ensure fair outcomes for our customers
- Handle complex inbound and outbound communication with customers in a calm and assertive way, providing timely and effective resolutions
- Work closely with our Operations and Customer Success teams to deliver data-led performance monitoring, aligned to individual and team-wide objectives
- Use several data sources to monitor performance across metric scorecards and regular reporting against KPIs/SLAs, identifying areas for improvement and implementing changes to optimize results
- Communicate with internal and external parties, as needed, to investigate and close complaints, ensuring regulatory compliance and adherence to company policies and procedures
- 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, ensuring all complaints are documented according to policies and procedures
- Make recommendations for fair redress and remedial actions, providing root cause analysis and notifying senior management of trends to make recommendations for customer experience improvement
Essential Qualifications
- Proven ability to lead and motivate teams effectively, with a strong track record of delivering exceptional customer experience
- Exceptional people skills, with the capability to communicate effectively and drive a team to consistently deliver on our exceptional customer experience
- Proven Complaint Handling experience in an FCA regulated environment, with a high level understanding of the FCA’s DISP regulations
- Excellent written and verbal communication skills, with the ability to build strong relationships with internal and external partners
- Ability to analyze data and suggest and implement business improvements based on feedback, with experience in data analysis and performance monitoring
- Experience in Financial Ombudsman Service and/or British Vehicle Rental and Leasing Association (BVRLA) liaison and case management, with a strong understanding of regulatory requirements and compliance
Preferred Qualifications
- Experience in the electric vehicle or automotive industry, with a strong understanding of the market and regulatory landscape
- Knowledge of customer experience best practices and trends, with a proven track record of delivering exceptional customer outcomes
- Experience in team leadership and management, with a strong ability to motivate and develop team members
- Strong analytical and problem-solving skills, with the ability to analyze complex data and make informed decisions
Career Growth Opportunities and Learning Benefits
At blithequark, we are committed to providing our employees with opportunities for growth and development, both personally and professionally. As a Customer Care Team Leader, you will have access to training and development programs, mentorship, and coaching to help you achieve your career goals. You will also have the opportunity to work with a talented and dedicated team, collaborating to deliver exceptional customer experience and drive business success.
Work Environment and Company Culture
At blithequark, we pride ourselves on our inclusive and supportive work environment, where everyone is valued and respected. We believe in fostering a culture of empathy, honesty, and fairness, and we are committed to providing equal opportunities and an inclusive work environment for all employees. Our company culture is built on the principles of innovation, sustainability, and customer-centricity, and we are passionate about making a positive impact on the environment and our communities.
Compensation, Perks, and Benefits
As a Customer Care Team Leader at blithequark, you will receive a competitive salary and benefits package, including access to training and development programs, flexible working arrangements, and a range of perks and benefits to support your well-being and work-life balance. We also offer a range of employee benefits, including pension schemes, health insurance, and employee discounts on our products and services.
Conclusion
If you are a motivated and experienced customer care professional looking for a new challenge, we encourage you to apply for this exciting opportunity to join our team at blithequark. As a Customer Care Team Leader, you will play a critical role in delivering exceptional customer experience and ensuring regulatory compliance, and you will have the opportunity to work with a talented and dedicated team to drive business success and make a positive impact on the environment and our communities. Don’t miss out on this opportunity to join a dynamic and innovative company and take your career to the next level – apply now to become a part of the blithequark team!
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