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About the Role
As THE OUT grows, so do our operational teams. The Rental Member Services Specialist is an ambassador of THE OUT, providing excellent customer service and superior problem resolution in a positive, enthusiastic, and friendly manner. We are dedicated to a concierge approach and a positive, memorable experience. You will be communicating directly with our customers on the front line, across multiple channels, including email, live chat, social and phone. This role is mainly remote, with occasional visits to our Old Street (London) office. You’ll be fully trained to ensure you’re comfortable going above and beyond and delivering a level of service that reflects our brand.
Responsibilities
- Managing customer service comms across different platforms (phone, live chat, email).
- Providing an excellent quality service to all our customers
- Handling general administration duties
- Supporting the Fleet & wider teams as required
Requirements
- Has proficient oral and written communication skills
- Has relevant 1+ years of live chat or digital customer service experience (Zendesk and Salesforce are desirable but not essential)
- Has 2 + years of customer service experience with a luxury brand, desirable
- Has B2B or concierge experience and is confident in dealing with complex queries
- Is able to problem-solve on the customer’s behalf effectively and all within our tone of voice
- Is a good team player, working across multiple elements of THE OUT business
- Has energy, positivity and confidence even in dealing with difficult situations and conversations
- Is able to prioritise and handle multiple projects with tight deadlines
- Is flexible to work shifts, including weekends and Bank Holidays
Skills
- Live chat
- Digital customer service
- Zendesk
- Salesforce
- Customer service
- Luxury brand experience
- B2B
- Concierge experience
- Problem-solving
- Teamwork
- Prioritization
- Handling multiple projects
Location
- London, United Kingdom
- Remote
- Old Street (London) office
Work Type
- Full-time
- Hybrid working
Experience Level
- 1+ years of live chat or digital customer service experience
- 2+ years of customer service experience with a luxury brand
Benefits
- 25 days holiday plus bank holidays (adjusted based on shift)
- Enrolment into the Company Pension Scheme
- Employee discount on rentals
- A day off for your birthday
- Casual dress
- Company events
- Life assurance
- Benefit scheme
- Sick pay (once probation period has passed)
About the Company
- InMotion Ventures 3 brings together two innovative brands, PIVOTAL and THE OUT, with a shared mission to redefine how people access and experience Jaguar and Land Rover vehicles.
- PIVOTAL is transforming car ownership through a flexible subscription model, giving members access to the latest vehicles with a simple monthly payment that covers everything.
- THE OUT is reinventing car rental in London by delivering high-end vehicles to customers’ doors. No rental desks, no hidden fees, just a smooth, first-class experience.