Rental Member Services Specialist - 1 Year FTC

(Customer Services)

London, United Kingdom                                                InMotion Ventures 3 Ltd

About us

InMotion Ventures 3 brings together two innovative brands, PIVOTAL and THE OUT, with a shared mission to redefine how people access and experience Jaguar and Land Rover vehicles. While each brand offers a distinct service, both are focused on delivering a seamless, flexible, and premium customer experience. 

PIVOTAL

PIVOTAL is transforming car ownership through a flexible subscription model, giving members access to the latest vehicles with a simple monthly payment that covers everything.

THE OUT

THE OUT is reinventing car rental in London by delivering high-end vehicles to customers’ doors. No rental desks, no hidden fees, just a smooth, first-class experience.

 To find out more have a look at www.theout.com or search @theout.uk on Instagram.

Requirements

About the Role

As THE OUT grows, so do our operational teams. The Rental Member Services Specialistis an ambassador of THE OUT, providing excellent customer service and superior problem resolution in a positive, enthusiastic, and friendly manner. We are dedicated to a concierge approach and a positive, memorable experience. You will be communicating directly with our customers on the front line, across multiple channels, including email, live chat, social and phone. This role is mainly remote, with occasional visits to our Old Street (London) office.

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

What does a Rental Member Services Specialist here do?

• Managing customer service comms across different platforms (phone, live chat, email).
• Providing an excellent quality service to all our customers
• Handling general administration duties

• Supporting the Fleet & wider teams as required

Skills & Experience

• Has proficient oral and written communication skills
• Has relevant 1+ years of live chat or digital customer service experience (Zendesk and Salesforce are desirable but not essential)
• Has 2 + years of customer service experience with a luxury brand, desirable 
• Has B2B or concierge experience and is confident in dealing with complex queries
• Is able to problem-solve on the customer’s behalf effectively and all within our tone of voice
• Is a good team player, working across multiple elements of THE OUT business
• Has energy, positivity and confidence even in dealing with difficult situations and conversations
• Is able to prioritise and handle multiple projects with tight deadlines
• Is flexible to work shifts, including weekends and Bank Holidays

Key Relationships

• Customer Service Manager 
• Fleet Operations Team
• All THE OUT team members (Fleet, Partnerships, Marketing, Product & Tech, Customer Service, wider team at InMotion) 

Benefits

What we offer

This is a contractor role with the potential to become a permanent employee position as the company grows.

• 1 Year Fixed Term Contract , Full-time
• Potential to grow inside a fast-paced start-up environment
• 25 days holiday plus bank holidays (adjusted based on shift)
• Enrolment into the Company Pension Scheme
• Employee discount on rentals
• A day off for your birthday
• Casual dress
• Company events
• Life assurance
• Benefit scheme
• Sick pay (once probation period has passed)
• Hybrid working

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.

Here’s a link to our privacy policy. In this policy, you will find information about our compliance with GDPR (data protection law.) You can find how to send us a request to let you access your data that we have collected, request us to delete your data, correct any inaccuracies or restrict our processing of your data. You also have the right to lodge a complaint about the way we handle your data.