**Experienced Customer Care Executive – Delivering Exceptional Experiences in Electric Car Leasing**

At arenaflex, we're revolutionizing the way people experience electric car leasing. As a highly skilled Customer Care Executive, you'll play a critical role in ensuring our customers receive the best possible service, every time. With a passion for delivering exceptional experiences and a keen eye for detail, you'll be the voice of arenaflex, resolving complex complaints and providing fair outcomes to our customers. **About arenaflex** arenaflex is at the forefront of the electric revolution, making it easy for individuals and businesses to go electric by offering a seamless 'lease for life' experience. Our mission is to drive sustainable change, decarbonise the planet, and provide our customers with fair pricing and a fantastic experience. As part of the arenaflex team, you'll be part of a dynamic and innovative organization that's transforming the industries we operate in. **Why Join arenaflex?** * We're a Sunday Times best company to work for in 2024, and we're proud to be named 6th out of the top 100 start-ups to work for by Tempo in 2025. * Our Group CEO, Greg, has recorded a podcast about our culture and how we empower our people. * We offer a unique culture where people learn, decide, and build quicker, with autonomy and a wide range of amazing co-owners working on projects that break new ground. * Our perks hub, Octopus Employee Benefits, offers a range of rewards and benefits that you'll actually care about. **Key Responsibilities** As a Customer Care Executive at arenaflex, you'll be responsible for: * Thoroughly investigating and analysing complex complaints that may take longer than 3 days to resolve * Handling complex inbound and outbound communication with customers in a calm and professional way * Working closely with our Operations and Customer Success teams to deliver data-led performance monitoring, aligned to individual and team-wide objectives * Using several data sources to monitor performance across metric scorecards and occasionally reporting against KPIs/SLAs to support management when needed * Communicating with internal and external parties as needed to investigate and close complaints * Ensuring regulatory compliance, including meeting SLAs and liaising with the Financial Ombudsman Service and the British Vehicle Rental and Leasing Association (BVRLA) for escalated complaints * Maintaining and updating the complaints database with accurate information * Making recommendations for fair redress and remedial actions * Documenting all complaints according to policies and procedures * Providing root cause analysis and notifying management team of trends to recommend business improvements based on feedback **Essential Qualifications** * Proven Complaint Handling experience in an FCA-regulated environment * High-level understanding of DISP regulations * Excellent written and verbal communication skills * Ability to build strong relationships with internal and external partners (power of persuasion) * Experience in Financial Ombudsman Service and/or British Vehicle Rental and Leasing Association (BVRLA) liaison and case management beneficial, but not essential **Preferred Qualifications** * Experience working in a fast-paced, dynamic environment * Strong analytical and problem-solving skills * Ability to work under pressure and meet deadlines * Strong attention to detail and organizational skills * Experience with data analysis and reporting **Skills and Competencies** * Excellent communication and interpersonal skills * Strong analytical and problem-solving skills * Ability to work under pressure and meet deadlines * Strong attention to detail and organizational skills * Experience with data analysis and reporting * Ability to build strong relationships with internal and external partners * Strong understanding of regulatory compliance and DISP regulations **Career Growth Opportunities and Learning Benefits** At arenaflex, we're committed to helping our employees grow and develop their careers. As a Customer Care Executive, you'll have access to: * Regular training and development opportunities to enhance your skills and knowledge * Mentorship and coaching from experienced colleagues * Opportunities to take on new challenges and responsibilities * A dynamic and supportive work environment that encourages collaboration and innovation **Work Environment and Company Culture** arenaflex is a unique and innovative organization that's transforming the industries we operate in. Our culture is built on the principles of autonomy, empathy, and fairness, and we're committed to providing an inclusive work environment that values diversity and promotes equal opportunities. **Compensation, Perks, and Benefits** We offer a competitive salary and benefits package, including: * A salary that's tailored to your experience and qualifications * A range of benefits, including health insurance, pension scheme, and flexible working hours * Access to our perks hub, Octopus Employee Benefits, which offers a range of rewards and benefits that you'll actually care about * Opportunities for career growth and development **How to Apply** If you're passionate about delivering exceptional experiences and have a keen eye for detail, we'd love to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We're an equal opportunity employer and welcome applications from diverse candidates. **Additional Information** Please note that we use AI to help us assess applications fairly and objectively. We're committed to providing equal opportunities and an inclusive work environment, and we welcome applications from diverse candidates. If you require specific accommodations or have a unique preference, please let us know, and we'll do what we can to customize your interview process for comfort and maximum magic! Studies have shown that some groups of people, like women, are less likely to apply to a role unless they meet 100% of the job requirements. Whoever you are, if you like one of our jobs, we encourage you to apply as you might just be the candidate we hire. Across arenaflex, we're looking for genuinely decent people who are honest and empathetic. Our people are our strongest asset and the unique skills and perspectives people bring to the team are the driving force of our success. 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