Customer Services Manager Hayes, London As we set-up for 2025 and beyond, we're doubling down on delivering 5* service. We want to further strengthen our leadership team with a Customer Services Manager. This role will lead a small, yet mighty team of customer service experts as we support the growth of employers and employees that use our product. As the UK’s only B Corp Certified salary sacrifice provider, we’re transforming the future of electric vehicle adoption in the UK through salary sacrifice. Building on that success, we’ve launched The Charge Scheme – an innovative benefit allowing employees to save 20–50% on EV charging via salary sacrifice. Voted 4.9 on Glassdoor and certified by Welcome To The Jungle, it’s never been a more exciting time to join! Key Responsibilities: Responsible for delivering 5* service across our employer and employee customer base. Lead our Customer Care team which includes setting the vision, performance management and supporting career and personal development. Develop a deep understanding of our business, products, systems and processes so you are able to support the team and to take ownership of escalations. Your team will feel trusted, supported and confident in the role, with the ability to overcome hurdles but know when to reach out to you for guidance and support. Take ownership of dissatisfactions and complaints which will be handled to the TCF standard and resolved consistently within our T&Cs. Responsible for our internal and external reputation. You will be passionate about clear and concise information being provided throughout the customer journey. Contribute significantly to the customer experience strategy - we are relying on your experience, know-how and learnings. Support that The Electric Car Scheme is the leader & “go to” brand in our category. Create promoters and advocates of ECS, by ensuring Trustpilot, Google Reviews and CSATs are continuously towards 5*. Utilise, build on and optimise our tech stack to support the customer service vision About you: Proven people leader managing with the ability to foster a highly engaged, customer-centric team culture. Experience leading an omni-channel team (chat, calls, emails). Exceptional understanding of 5* customer care and proven ability to execute your vision. A “voice of the customer” champion who is able to represent the customer in our company strategy, decision-making and product roadmaps. Ability to identify root causes of poor customer experience, propose solutions and work with our Product teams to resolve. Track record delivering excellent results across SLAs, CSAT and public reviews such as Trustpilot and Google. You are a Zendesk (or similar) expert, able to lead in optimising our tech stack and tooling. Ability to produce useful and accurate reporting, to support improvements and monitor performance. Benefits: Hybrid working with 2 days in the office (Hayes, London). 25 days holiday plus bank holidays. Add 1 day holiday per year service buy / sell up to 5 days each year. Flexible work policy with options to take into account family care. Best in class Family Friendly Leave and Pay. Use our own scheme to lease a vehicle through salary sacrifice and save 40-70% to drive a brand new electric car. £500 pa. personal development budget. £100 home office budget. Bupa healthcare. Equity options - own a part of the business.