Job Description
At arenaflex, we're revolutionizing the way people experience electric car leasing. As a highly skilled Customer Care Team Leader, you'll play a vital role in ensuring our customers receive exceptional service, fair outcomes, and a seamless experience. We're looking for a motivated and experienced leader to join our team on a parental leave cover of 12 months, overseeing the investigation and analysis of customer complaints in regulated and non-regulated environments. **About arenaflex** arenaflex is at the forefront of the electric revolution, making it easy for individuals and businesses to switch to cleaner, greener driving. Our mission is to drive sustainable change, decarbonise the planet, and provide our customers with fair pricing and a fantastic experience. As an arenaflex team member, you'll be part of a dynamic and innovative start-up, shaping the future of electric car leasing and customer experience. **What You'll Do** As a Customer Care Team Leader, you'll be responsible for: * Thoroughly investigating and analysing all escalated complaints to ensure fair outcomes for our customers * Handling complex inbound and outbound communication with customers in a calm and assertive manner * Working closely with our Operations and Customer Success teams to deliver data-led performance monitoring, aligned to individual and team-wide objectives * Using several data sources to monitor performance across metric scorecards and regular reporting against KPIs/SLAs * Communicating with internal and external parties, as needed, to investigate and close complaints * Ensuring regulatory compliance, including meeting SLAs and liaising with the Financial Ombudsman Service and the British Vehicle Rental and Leasing Association (BVRLA) for escalated complaints * Maintaining and updating the complaints database with accurate information * Making recommendations for fair redress and remedial actions * Ensuring all complaints are documented according to policies and procedures * Providing root cause analysis and notifying senior management of trends to make recommendations for customer experience improvement **What You'll Need** To succeed in this role, you'll need: * Proven ability to lead and motivate teams effectively – this is vital! * 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 * High-level understanding of the FCA's DISP regulations * Excellent written and verbal communication skills * Ability to build strong relationships with internal and external partners (power of persuasion) * Experience in data analysis * Experience in suggesting and implementing business improvements based on feedback * Experience in Financial Ombudsman Service and/or British Vehicle Rental and Leasing Association (BVRLA) liaison and case management **Additional Information** At arenaflex, we're committed to creating a workplace that's inclusive, diverse, and supportive. We believe that everyone should have the opportunity to thrive and reach their full potential. We're an equal opportunity employer, and we welcome applications from all qualified candidates. **What We Offer** As a Customer Care Team Leader at arenaflex, you'll enjoy: * A competitive salary and benefits package * Opportunities for career growth and professional development * A dynamic and innovative work environment * Collaborative and supportive team culture * Flexible working arrangements to balance work and personal life * Access to cutting-edge technology and tools * Recognition and rewards for outstanding performance **How to Apply** If you're a motivated and experienced leader who's passionate about delivering exceptional customer service, we'd love to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to welcome you to the arenaflex team! **Equal Opportunities** arenaflex is an equal opportunity employer, and we're committed to creating a workplace that's inclusive, diverse, and supportive. We welcome applications from all qualified candidates, and we're proud to be an employer of choice for people from all backgrounds. **Accommodations** If you require specific accommodations or have a unique preference, please let us know, and we'll do what we can to customise your interview process for comfort and maximum magic! **Studies Have Shown** Studies have shown that some groups of people, like women, are less likely to apply to a role unless they meet 100% of the job requirements. Whoever you are, if you like one of our jobs, we encourage you to apply as you might just be the candidate we hire. Across arenaflex, we're looking for genuinely decent people who are honest and empathetic. Our people are our strongest asset, and the unique skills and perspectives people bring to the team are the driving force of our success. Apply for this job