Returns Manager

3 weeks ago

Greater London, United Kingdom The Electric Car Scheme Full time

We are excited to offer the opportunity to become part of our leadership team here at ECS.


Delivering 5* Customer service has always been non-negotiable as we've built our team and product over the last 3 years.

As we set-up for 2025 and beyond, we're doubling down on delivering 5* service.


We've recently hired a Head of Operations and now want to further strengthen our leadership team with a Returns Manager including Early Terminations and End of Leases. This role will lead a small, yet mighty team of Returns Specialists as we support the growth of employers and employees that use our product.


We are looking for someone who will be hyper focused on delivering exceptional service no matter the situation. You will manage early termination of leases, balancing the needs of employers and employees, whilst upholding our policies to protect our business.


As importantly, you will ensure standard end of leases result in employees continuing their journey by extending or re-leasing through us.


The goal - lead a highly engaged, specialised team that are passionate about 5* service, focused on creating promoters of our services, provides the best customer outcomes and a brand synonymous with excellence.


You’ll work closely with our leadership team for support, advice and insights and be responsible for informing and guiding strategy.


What You Bring To The Role:

  • 1+ years in managing and leading a team. We want you to bring your energy and your enthusiasm, the rest you will learn along the way through our onboarding training.
  • Preferably you will have experience in lease returns, managing fee losses, collections or claims in the automotive sector.
  • Ability to uphold our terms & conditions for vehicles being returned earlier than planned which are not covered by our protection - you will demonstrate a balance between striving for commercial results whilst managing all cases in a human way. Most of all, you will be able to coach your team to be as awesome as you are.
  • You are an extraordinary problem solver who can spot blockers, overcome them and create solutions. Once you have solved the problem we want you to go further and have the autonomy to make improvements to prevent it from happening again.
  • Strong reporting skills, where you can analyse and spot trends so you can make improvements and ensure your team are performing at the highest level.
  • Strong ability for demonstrating and championing the importance of delivering exceptional customer service consistently
  • Clear self motivation and ability to work independently
  • A collaborative, positive and enthusiastic attitude towards team building so you can get the best out of your team and others around you.


What You'll Be Doing:

  • You will be responsible for leading the returns team balancing performance alongside wellbeing - this includes onboarding, 121s, performance reviews, mentoring, leadership, process improvements, SLAs/KPIs and consistently delivering outstanding service.
  • Your time will be split equally between leading the team and your own case management.
  • Build relevant reporting, spot trends and highlight them accordingly
  • 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
  • Dissatisfactions and complaints will be handled to the TCF standard and resolved consistently within our T&Cs
  • You will also be responsible for our internal and external reputation of the Returns team.
  • You will contribute significantly to the customer experience strategy - we are relying on your experience, know-how and learnings
  • You will continue to support that The Electric Car Scheme is the leader & “go to” brand in our category. You will support us in creating promoters and advocates of ECS, by ensuring Trustpilot, Google Reviews and CSATs are continuously towards 5*

Company Benefits

  • Hybrid working with 2 days in the office (Hayes, London)
  • 25 days holiday + 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 for example; primary carers in their first year with ECS receive 6 weeks full pay and 6 weeks half pay, increasing to 12 weeks full pay and 8 weeks half pay from their second year. Secondary carers in their first year with ECS receive 2 weeks full pay, and from their second year receive 2 weeks full pay as well as an additional 5 days annual leave.
  • 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
  • Vitality healthcare
  • Pension
  • Equity options - own a part of the business


Why Work with us?

  • Personal growth - join us as an early employee to fast track your progression opportunities
  • Competitive salary, pension & incentives scheme to share in our success
  • Voted 4.9 on Glassdoor
  • Voted Top 100 Organisation to ‘Escape’ to in 2022 and in 2023 by Escape the City
  • Certified Company on Otta
  • Be part of our friendly, family-like culture, enjoy our benefits - we value our people, diversity and building a culture where we can thrive
  • We are the UK’s only B Corp Certified salary sacrifice provider

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