JOB DESCRIPTION

Customer Services Representative - Member Billing Department - 6 Months Fixed Term

London, UNITED KINGDOM

About us

As a newly merged powerhouse, InMotion Ventures 3 brings together two groundbreaking brands, PIVOTAL + THE OUT. United by a shared mission to reshape the future of vehicle usership and redefine the standard of the automotive client experience. While both brands are part of the same forward-thinking company, they operate as distinct entities with their own missions, products, and services. By joining InMotion Ventures 3, you’ll be working across both PIVOTAL + THE OUT, playing a key role in revolutionising the way people access and experience luxury automotive services.

PIVOTAL

At PIVOTAL, we are transforming the way people experience cars. Launched in 2019, Pivotal offers a unique car subscription service that challenges the traditional model of vehicle ownership. Gone are the days of long-term commitments - Pivotal members can subscribe to the latest Jaguar and Land Rover models for as little as three months. Forget about depreciation, servicing, insurance, and tax; with one monthly payment, everything is taken care of.

THE OUT

At THE OUT, we’ve reinvented luxury car rental. Forget the queues, hidden fees, and trips before the trip. Instead, we deliver world-class Jaguar Land Rover vehicles, directly to your door. Whether it's a spontaneous weekend getaway or a business trip, we promise hassle-free, first-class service from start to finish. With everything included; unlimited mileage, additional drivers, insurance, and more, THE OUT is more than just a car rental service; it’s an experience.

Whether you’re supporting PIVOTAL’s car subscription model or working with THE OUT’s luxury rental service, you’ll be part of a team that’s setting new standards for customer experience, flexibility, and luxury in the automotive world. The best part? You’ll have the chance to make an impact in two innovative, growing companies - all under one roof.

About the role

As a key member of the wider Member Services team, you will need to display a great work ethic and have the ability to work on your own initiative to contribute to a scaling business.

One of your main responsibilities will be proactively chasing unpaid invoices and negotiating where necessary to obtain prompt payment and avoid escalated disputes.

Although this role is mainly based from home, there is a requirement for occasional travel to our offices in central London (Old Street).

Role Responsibilities

• Prioritise and process customer enquiries submitted by telephone, email or live chat.
• Investigate and resolve customer queries quickly and patiently.
• Monitoring incoming payments and proactively chasing unpaid invoices.
• Work effectively as a team player, ensuring you are able to cover for colleagues during absence and key dates.
• Support the delivery of continuous improvements including the requirements for the automation of processes.
• Keep thorough and accurate notes in our internal systems to provide visibility of any relevant status.
• Support customers during their subscription including, but not limited to, billing issues, loyalty redemption and additional charges.
• Keep confidential records and financial information private and secure.
• Work as part of the broader Sales and Member Services team to provide proactive customer support.

Skills & Experience

• 2+ Years experience in a customer service environment.
• Previous credit control or debt recovery experience is desirable.
• Excellent written and verbal communication skills required (fluent in English, both written and verbal).
• Conflict management.
• Determination and diplomacy.
• Excellent customer service skills.
• Strong negotiation and influencing skills, ability to resolve complex queries and disputes.
• Experience in Salesforce is desirable.
• Extreme attention to detail and accurate record-keeping.
• Excellent time management skills with the ability to work to deadlines.

What we offer

• Fixed Term contract.
• Flexible Working Environment.
• 25 days annual leave plus bank holidays with an extra day for your birthday.
• 2 additional discretionary days off to be used for volunteer work.
• Competitive Salary with Discretionary bonus scheme.
• Contributory Pension Scheme.
• Health Care Cashplan.
• Be part of a fantastic growing team passionate about revolutionising the way our customers drive Jaguar Land Rover cars.

By applying to this position, you agree to allow InMotion Ventures 3 Ltd (Abbey Road, Coventry, CV3 4LF, inmotion@jaguarlandrover.com) to collect, store and process your resume, contact details and any other personal data that you submit. If InMotion is providing recruitment services to a third-party, you also extend this permission to our end client.

We will process this data for recruitment purposes only. The data will be stored in our Applicant Tracking System, (which stores data in the U.S and is fully compliant with EU data protection laws), and we will not share it with anyone else.

We would like to keep this data until our open role is filled and may choose to keep it in our database for future roles for up to 12 months. Here’s a link to our privacy policy. In this policy, you will find information about our compliance with GDPR (data protection law.) You can find how to send us a request to let you access your data that we have collected, request us to delete your data, correct any inaccuracies or restrict our processing of your data. You also have the right to lodge a complaint about the way we handle your data.