Job Title
Customer Service Representative, Vehicle Support - Pivotal UK
Overview
This role is within the Vehicle Support Department of InMotion Ventures 3, supporting both PIVOTAL and THE OUT brands. You will contribute to delivering a high standard of customer experience for Jaguar Land Rover subscription and rental services, with occasional travel to our central London office.
Responsibilities
* Prioritise and process customer enquiries submitted by telephone, email, live chat or instant message
* Review vehicle condition reports and discuss with customers to avoid escalated disputes
* Communicate vehicle collection charges to customers and negotiate where necessary
* Understand and operate within the BVRLA guidelines
* Support customers with vehicle issues such as breakdowns or accidents
* Investigate and resolve customer queries quickly and patiently
* Maintain thorough and accurate customer records at all times
* Liaise with retailers within the JLR network, insurance companies and repair shops as necessary
* Collaborate with the Sales and Member Services team to provide proactive customer support
Requirements / Skills & Experience
* Proven experience in direct telephone and online customer services, ideally in a similar environment
* Excellent written and verbal communication skills (English)
* Friendly, patient, and able to work in a fast-paced environment
* Strong negotiation, diplomacy and interpersonal skills
* Customer service experience in the automotive sector is desirable
* Knowledge of vehicle inspection/appraisal processes and BVRLA standards is a plus
* Strong IT skills and accurate record-keeping
* Excellent time management and ability to prioritise workload to meet deadlines
* Problem-solving, initiative and quick thinking abilities
* Ability to work independently with occasional travel to London (Old Street)
Employment details
* Employment type: Full-time
* Seniority level: Entry level
* Job function: Customer Service
* Industries: IT Services and IT Consulting
* Working arrangement: Hybrid/In-office with occasional travel
Benefits
* Permanent contract
* Hybrid working environment
* Company pension
* Annual bonus
* 25 days annual leave (+ birthday day off)
* 2 paid days off for volunteering
* Life assurance at 4x base salary
* Healthcare cashback plan
* Competitive salary with discretionary bonus
Privacy notice
By applying, you consent to InMotion Ventures Ltd collecting, storing and processing your resume and contact details for recruitment purposes. Data may be stored in our Applicant Tracking System and shared with our clients as needed. Our policy references GDPR rights: access, deletion, correction, and restriction of processing. If you have not heard back within 3 weeks, please assume your application was unsuccessful.
Location updates
Birmingham 3 weeks ago · Birmingham 1 day ago · West Midlands 2 weeks ago · Stratford-Upon-Avon 2 weeks ago
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