Customer Service Manager
Onto, United Kingdom
Job Description
We’re on a mission to create a faster, smarter and more innovative way of accessing electric cars. We offer an all-inclusive subscription solution, with no deposit and only a monthly renewable commitment.
We’re changing the way people think about car ownership whilst also doing the right thing for the planet. By 2026 we aim to have a fleet of 500,000 cars across Europe saving over 370,000 tonnes in CO2 emissions.
In 2022, we closed a $60 million Series C funding round and continue to grow our offering as the leading car subscription service in the UK as well as expanding into Europe, starting with Germany and France.
Why not take a look
Onto
Onto: All-in EV subscription (@driveonto) • Instagram photos and videos
Tech.eu - Speeding up electric car adoption, Onto raises $60 million to enter Germany and beyond
Life as a Customer Service Manager:
- Oversee the day to day management of Customer Experience Team ensuring the demands of the customer are met
- You will be responsible for all channels of communication, ensuring team deadlines are met
- Monitor and review the performance of the department and drive efficiency, effectiveness and continuous improvement by identifying areas to work on and recommending new ways of working, processes and changes to the operating rhythm
- Eensure all resources and documentation is available for your team
- You be responsible for managing complaints in line with our procedures and BVLRA standards
- Ensure that the team is working towards their SLA’s and KPI’s and monitor their weekly key performance indicators and individual team member scorecards
- Coach, mentor and develop your team; setting objectives, carrying out 121’s, doing scorecard reviews and completing appraisals in line with our framework
- You will also lead and contribute to people issues for your team including HR, Induction, Onboarding and Recruitment
Ideal Experience
- Experience managing a customer service/ experience team and have strong people management skills
- Proficient in using Microsoft Office and Google Docs
- Experienced in training, mentoring and coaching teams
- High attention to detail, excellent written and presentation skills
- Strong communication skills and feel comfortable communicating to all levels of the organisation
- Knowledge of support centre principles and the ability to plan
- Thrive under pressure and working to deadlines
- Good organisational and analytical skills and you will be results oriented
Equal Opportunity
Onto is an equal opportunity employer, committed to diversity and inclusion. All applicants are given equal opportunity, regardless of age, gender identity or expression, language, disability, ethnic origin, religion, belief, culture or sexual orientation.
Benefits
- Onto discounted car (via Salary Sacrifice) - become a customer
and join the Electric Car revolution - Staff options scheme
- 25 days holiday (excluding bank holidays)
- Enhanced maternity and paternity leave policies
- Personal days - supporting mental health and creating space for employees
- A fun and social office environment with the flexibility to work
from home - Summer and Winter parties
- Regular get-togethers and team socials
- 200 to spend on role related development in Learnerbly (our learning management platform)
- Generous new hire referral bonus of 1000
More About Onto
Onto was formed in 2017 by co-founders Rob Jolly (CEO) and Dannan O’Meachair (VP People). Originally formed after Rob saw the challenge of converting people over to electric vehicles while working in the Corporate Strategy area of Jaguar Land Rover. After a few pivots in strategy and company name changes, Onto was born.