Customer Retention Specialist, Pivotal
InMotion Ventures, United Kingdom
Job Description
About us
Powered and wholly owned by Jaguar Land Rover (JLR), InMotion Ventures is an investor and incubator focused on the future of mobility and transportation.
Pivotal is a vehicle subscription business that sits in the strategic business unit of InMotion Ventures, Studio 107. Studio 107 develops a new generation of mobility solutions and lifestyle businesses that create experiences for life.
Launched in October 2019, Pivotal has gained fast market traction in the UK and we are now building the team, processes and systems to facilitate further market growth. It is a key strategic business within InMotion, which has a strong focus and support from the Commercial and Strategic JLR central organisation. To find out more about Pivotal, please see: https://www.drivepivotal.com.
Alongside Studio 107 InMotion operates an Investment Team, which is an active early-stage investor in mobility services, data analytics, travel and lifestyle, e-commerce, and InsureTech.
About the Role
Are you able to engage with customers to provide a truly great service? Are you willing to go the extra mile? If so come and join the Pivotal team as a Customer Retention Specialist.
We are a new business on a mission to make motoring more flexible for people needing a car they can call their own.
As a key member of our team, you will need to be extremely organised and able to work on your own initiative to consistently support our clients in changing their vehicle though their subscription lifecycle and maximise customer retention.
We are seeking applications from candidates with proven experience in vehicle leasing and / or vehicle rental, with exceptional customer handling experience. This role is based from home with the requirement for occasional travel to our offices in central London (Kings Cross).
Requirements
What does a Customer Retention Specialist do?
- Deliver excellent customer service to all of our Pivotal clients who are/due to change from their existing subscription vehicle.
- Maintain selling the benefits of vehicle access over ownership alongside the specifics of the packages being offered by our business.
- Maintain accurate records to ensure the business operates compliantly in terms of customer eligibility and retention.
- Be an integral member of the team and be accountable for ensuring a culture of continual operational improvement.
- Proactively contact customers to ensure a smooth transition between each of their vehicles and identify opportunities to change their vehicle tier where appropriate.
Skills amp; Experience
- Proven ability and desire to sell and create long-lasting relationships
- Excellent communication skills (fluent in English, both written and verbal)
- Confidence and tenacity to retain customers on Pivotal subscriptions and overcoming obstacles.
- Strong IT skills with experience of querying / updating Contact Management systems
- Social media savvy with an eye for identifying individuals with needs that can be met by our business
- Able to work independently but also take direction as part of the wider team
- Ability to work effectively under pressure, react quickly, and meet tight deadlines
- Determination, diplomacy, and excellent interpersonal skills
- Passion for a fast-paced growth business and desire to be a part of a high performing team
- Experience in leasing, rental or financial services is strongly desirable
Benefits
What we offer
This is a permanent role with Pivotal.
- 25 days holiday per year
- Competitive salary, with annual performance bonus scheme
- Contributory pension scheme
- Be part of a fantastic growing team passionate about revolutionising the way our customers drive Jaguar Land Rover cars