Customer Service Representative - Vehicle Support

Member Services Representative - Vehicle Support

London, UNITED KINGDOM

About us

While both brands are part of the same forward-thinking company, they operate as distinct entities with their own missions, products, and services. By joining InMotion Ventures 3, you’ll be working across both PIVOTAL + THE OUT, playing a key role in revolutionising the way people access and experience luxury automotive services.

PIVOTAL

Forget about depreciation, servicing, insurance, and tax; with one monthly payment, everything is taken care of.

THE OUT

With everything included; unlimited mileage, additional drivers, insurance, and more, THE OUT is more than just a car rental service; it’s an experience.

Whether you’re supporting PIVOTAL’s car subscription model or working with THE OUT’s luxury rental service, you’ll be part of a team that’s setting new standards for customer experience, flexibility, and luxury in the automotive world. The best part? You’ll have the chance to make an impact in two innovative, growing companies - all under one roof.

About the role

As a key member of the wider Member Services team, you will need to display a great work ethic and have the ability to work on your own initiative to contribute to a scaling business.

One of your main responsibilities will be reviewing vehicle condition reports and subsequent outbound communication to discuss and agree prompt payment with customers, negotiating where necessary to avoid escalated disputes.

We are seeking applications from candidates with proven experience in providing direct telephone and online customer services, ideally within a similar environment.

In the long-term, this role has the potential to be a multi-brand role, working across both THE OUT and Pivotal in a similar capacity and becoming a specialist over both brands.

You’ll be fully trained to ensure that you’re comfortable to go above and beyond and deliver a level of service that reflects our brand.

Although this role is mainly based from home, there is a requirement for occasional travel to our offices in central London (Old Street).

Requirements

• Prioritise and process customer enquiries submitted by telephone, email or live chat.
• Investigate and resolve customer queries quickly and patiently, including assistance of customers who may have received their vehicles late, have an issue with their vehicle or are concerned about their vehicle collection charges.
• Review vehicle condition reports and subsequent outbound communication to customers to discuss and agree prompt payment of any vehicle collection charges, negotiating where necessary to avoid escalated disputes.
• Understand and operate within the framework of the BVRLA guidelines.
• Work effectively as a team player, ensuring you are able to cover for colleagues during absence and key dates.
• Support the delivery of continuous improvements including the requirements for the automation of processes.
• Keep thorough and accurate notes in our internal systems to provide visibility of any relevant status.
• Support customers during their subscription including, but not limited to, any vehicle issues they may experience such as a breakdown or accident.
• Keep confidential records and financial information private and secure.
• Liaise with retailers within the JLR network, insurance companies and repair shops as necessary.
• Work as part of the broader Sales and Member Services team to provide proactive customer support.

• 2+ Years experience in a similar or relevant role.
• Experience in the automotive industry is strongly desirable, but not mandatory.
• Ideally would be aware of the vehicle inspection / appraisal process and have knowledge of BVRLA fair wear and tear standards.
• Excellent written and verbal communication skills required (fluent in English, both written and verbal).
• Conflict management.
• Determination and diplomacy.
• Excellent customer service skills.
• Strong negotiation and influencing skills, ability to resolve complex queries and disputes.
• React quickly and efficiently with both internal and external issues.
• Experience in Salesforce is desirable.
• Extreme attention to detail and accurate record-keeping.
• Excellent time management skills with the ability to work to deadlines.
• Passionate for a fast-paced growth business and desire to be a part of a high performing team.

Benefits

• Permanent contract.
• Hybrid working environment.
• 25 days annual leave plus bank holidays with an extra day for your birthday.
• 2 additional discretionary days off to be used for volunteer work.
• Competitive Salary with discretionary bonus scheme.
• Contributory pension scheme.
• Health care cash plan.
• Be part of a fantastic growing team passionate about revolutionising the way our customers drive Jaguar Land Rover cars.

By applying to this position, you agree to allow InMotion Ventures 3 Ltd (Abbey Road, Coventry, CV3 4LF, inmotion@jaguarlandrover.com) to collect, store and process your resume, contact details and any other personal data that you submit. If InMotion is providing recruitment services to a third-party, you also extend this permission to our end client.

We will process this data for recruitment purposes only. The data will be stored in our Applicant Tracking System, (which stores data in the U.S and is fully compliant with EU data protection laws), and we will not share it with anyone else.

We would like to keep this data until our open role is filled and may choose to keep it in our database for future roles for up to 12 months.

You also have the right to lodge a complaint about the way we handle your data.