About the role

We’re looking for a highly skilled Customer Care (Complaints) Executive to investigate and analyse complaints and other forms of feedback, e.g. Google and TrustPilot review, NPS and CSAT surveys, in regulated and non-regulated environments.

This customer-facing role will focus on carrying out, and suggesting improvements to our existing processes, ensuring that our customers have delightful, memorable experiences. Things move fast, here at OEV, so your input will also help shape the future of how we interact with our customers at all the stages of their journey.

What you'll do

Working closely with customer-facing teams to share learning opportunities and data-led performance monitoring, aligned to individual, team and business-wide objectives of <1 complaint per 1K drivers weekly, 70% CSAT and 4.8 Trust Pilot rating.
Handle complex CEO escalations. Inbound and outbound communication with customers in a calm and professional way to make things right. Turning poor experiences around.
Use several data sources to monitor performance across metric scorecards and occasionally report against KPIs/SLAs to support management when needed
Conduct high-level and in-depth root cause analysis and deliver findings to senior management to recommend business improvements based on impactful data.
Maintain and update the complaints database with accurate information.

What you'll need

Don't worry, previous knowledge of EVs/the automotive industry is not required!
Ability to build strong relationships with internal and external partners
Someone with a keen eye for detail
Excellent written and verbal communication skills
A passion for problem solving and going above and beyond to ensure you deliver a great customer experience
Experience working independently and as part of a close-knit team
A curious and keen-eye for detail to spot areas of improvement - we love hearing examples!
To be a natural finisher and an effective operator - you leave no loose ends in your path
To want to gain insight into a rapidly growing company and be comfortable adopting changes quickly