What we do. Electric Car Leasing

Why we do it. Greener. Fairer. Future.

We’re looking for an experienced, empathetic, inspirational Head of Customer Operations to lead our 100-strong-and-rapidly-scaling, Customer Operations (COps) team. You’ll play a key role in our continued growth and success, supporting our team to do the best work of their careers while maintaining our 4.8* Trustpilot, best-in-class customer experience and relentlessly improving on our existing processes.

We encourage autonomy and ownership, which is how we’ve built our teams

The customer is central to all our decision making, and we encourage and empower our teams to be autonomous, curious, and impactful. Our COps teams are made of 8-10 people per team, who between them, have the skills to resolve 95% of customer queries.

Everyone is a generalist, and some people are also specialists. This approach means a single team can look after the full lifecycle of a customer, from the point of sale, to the return of their car at the end of their contract, this elevates our team from typical customer service roles to truly having the skills and autonomy to help our drivers.

As well as our frontline team, you’d also be responsible for our Customer Care team (who coach COps through complaints and work closely alongside our Account Management team), team engagement and process improvement; this is supported by a team of Operations Managers reporting in to you, who support our Team Leads (currently 5 Managers with 15 TLs). You will be reporting directly to our Chief Operating Officer and working alongside all the senior stakeholders across our business, as well as external suppliers, partners, clients and customers, making sure communication between all areas is seamless.

We want to make Ops the most fulfilling team to work in by continuing to build an inspiring, happy, fun environment providing a career our team are proud of.