Customer Care Manager

2 months ago

London, United Kingdom Ohme Full time

We’re on a mission to make the switch to sustainable transport and energy faster, easier, and more affordable. We use our own technology stack, data smarts and industry knowledge to build a game-changing capability. Our intelligent energy platform helps our customers access renewable energy, understand consumer behaviour, and powers smart charging for EVs.

By using technology and data integrations to connect cars, chargers, people, energy providers and more, Ohme has a powerful platform that puts the consumer at the core.

Ohme has been selling its chargers to consumers since mid-2019 and has had exponential growth since. We are now operating in multiple countries and have partnerships with the likes of Octopus Energy, Motability, the Volkswagen Group, and other innovative brands.

We are scaling up the business and are building out the team for rapid growth. If you’re interested in joining a fast-growing cleantech venture on a journey to speed up the global transition to clean energy, read on

We are looking for an experienced Customer Care Manager to join our team. You will be responsible for our UK Customer Care team, leading a team of >20 agents and associated Team Leaders. In this role, you will provide leadership and coaching, continuous improvement to our systems and processes, and above all else create a culture that obsesses over our customers.

Requirements

  • Minimum 4 years' experience in a leadership role in a customer facing team
  • Have worked closely with a CRM system such as Zendesk, Freshdesk, Intercom etc.
  • Experience providing support for technical queries and products
  • Experience setting and delivering against support related KPIs
  • Experience managing day-to-day, as well as long term strategic pillars

Responsibilities

  • Provide mentorship and leadership for your direct reports and wider team through effective coaching and feedback
  • Define and build best-in-class support processes, highlighting gaps and filling them with long-term scalable solutions
  • Define, measure and ensure the right KPIs are being met across customer care, constantly raising the bar on performance
  • Work with key stakeholders and teams in the business, including tech support, product, engineering, marketing and our C-suite team, to ensure communication is effective and work can be moved at pace
  • Determine channel strategy and implement both small- and large-scale improvements that benefit both the customer and our teams
  • Determine and drive the long-term strategy for our UK customer care team

Who you are

  • Organised and diligent with exceptional time management skills
  • A self-starter who is proactive in finding resolutions
  • A problem solver at heart; inquisitive and eager to learn
  • Empathetic with a deep care for the customer

Benefits

  • Competitive salary and bonus
  • Private Health Insurance
  • Aegon Pension Scheme
  • Life Assurance Scheme with death in service benefit of 4x salary
  • Income Protection Scheme for long term illness
  • Ride to Work Scheme
  • Payroll Giving Scheme
  • Season Ticket Loan to spread cost of travel over 12 months
  • Eye Test every 2 years

 

Ohme is an equal opportunity employer. Diversity, Equity and Inclusion are at the heart of what we do and we encourage a culture where everyone can be themselves at work. We actively seek out a diverse range of talent and our policies ensure that every job application and employee is treated fairly, with equal opportunity to succeed and to feel included.

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