Do you have experience scaling a Customer Service team from the ground up in a B2C start-up?

Looking for a new challenge where you can see the real impact of your efforts and be part of something big?

Read on to find out more about this exciting new opportunity with us at Fixter!

We founded Fixter to bring car maintenance into the 21st century. Because we believe booking an MOT in this day and age should be as simple as booking a taxi, or ordering a takeaway. Simple, streamlined and stress-free. And completely on demand.

Bringing together car industry specialists and state-of-the-art digital experts, Fixter provides a complete end-to-end service with world-class customer experience, designed to liberate car owners from the stress of booking a high street garage service.

Since our launch in Manchester in 2017, we have expanded to over 100 towns and cities across the UK and Europe, and are now trusted by thousands of car owners every month to take care of their cars! We have recently joined forces with Renault Group to continue our UK expansion and launch our service in France and the rest of the EU.
 

This is an incredible opportunity for someone who is looking to make a huge impact, within a start-up that aims to simplify the life of all car owners across the UK and EU.

As Customer Service Team Lead - reporting to the Chief Experience Officer - you will manage the entire Customer Service function and join us at a really exciting time in our growth.

You will support your team who are the first point of contact for our customer and garage enquiries - training and coaching the team to become the best they can be at dealing with customer queries.

You will be responsible for your team’s performance against set KPI’s, SLA’s and targets whilst ensuring that a customer-centric culture is developed and maintained at all times.

Your responsibilities will include:

• Day to day team management of Customer Service Representatives; hosting one to ones and contributing to their development with regular training, coaching and mentoring.

• Motivate and engage the team to deliver the required output in line with business KPI’s, contributing positively to the overall company performance

• Develop and performance manage the team with effective team meetings, one-to-ones, call monitoring and coaching sessions

• Be the point of contact for any escalated issues

• Define best ways of working, processes and systems that will benefit the continual growth of the team and Fixter overall

• Communication - When things go wrong or can be improved, understanding why and how it happened and communicating that effectively to the wider business

• Provide input to operations, product, engineering, marketing and coordinate upcoming changes to product, processes and strategy - working with all of the teams and functions at Fixter to ensure we are smart and strategic in maintaining a high level of customer satisfaction, allowing us to scale effectively

• Demonstratable experience of having led a successful team of Customer Service Representatives in a B2C start-up environment is key - preferably with experience growing such a team from something small to something big!

• Have a passion for best in class customer service

• An interest in the automotive sector would be great!

• Excellent verbal and written communication skills

• Ability to deal with complex scenarios, being solution focussed and remaining professional and courteous with customers at all times

• Be proactive in dealing with escalated complaints and other challenges faced by the team daily

• Focused on getting things done 🎯

• Able to learn fast and solve problems

• Adaptable "fixer" - enthusiastic, flexible, and with the ability to remove barriers. Don’t slavishly follow processes if they aren’t right! We encourage you to come forward with ideas for improvement as we grow.

What we offer in return:

• An unparalleled opportunity to be a high-impact early team member of what we believe will be one of the most famous start-ups of the next 10 years
• Be part of a passionate, friendly and transparent culture which encourages your suggestions for improvement as we grow
• Full training and ongoing support (your first 2 weeks will be full time at the office in Angel for this)
• 5 weeks holiday
• Pension, Private Medical Insurance and training budget
• Flexible hybrid working (minimum 3 days per week in the office after training)
• Equipment to ensure you can effectively work from home including a MacBook
• Regular social events to bring us together such as paintballing, bowling, and ping pong!