Rental Member Services Specialist - 1 Year FTC

JOB DESCRIPTIONRental Member Services Specialist – 1 Year FTC London, UNITED KINGDOM About usAs 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 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 to provide an exceptional client experience. In the long-term, this has the potential to be a multi-brand role, working across both THE OUT and Pivotal in a similar capacity and becoming a specialist over both brands. You’ll be fully trained to ensure that you’re comfortable to go above and beyond and deliver a level of service that reflects our brand. Although this role is mainly based from home, there is a requirement for occasional travel to our offices in central London. Requirements Key Responsibilities Prioritise and process customer enquiries submitted by telephone, email or live chat. 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 with all of their booking requirements to an elevated level Investigate and resolve customer queries quickly and patiently. 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. Deliver exceptional client experience to exceed expectations. Administration duties – tasked & ad-hoc Ability to work under pressure in a fast paced environment Flexible working weekends and bank holidaysSkills & Experience 2+ Years experience in a similar or relevant role (Luxury Brands 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 using digital systems such as Zendesk or Salesforce (Desirable). Extreme attention to detail and accurate record-keeping. Excellent time management skills with the ability to work to deadlines. Works with energy, positivity and confidence even in dealing with difficult situations and conversations. Ability to work remotely with occasional travel to London OfficeKey Relationships Rental Member Services Manager Fleet Operations Team All of THE OUT team members (Fleet, Partnerships, Marketing, Product & Tech, Customer Service, plus the wider team at PIVOTAL and InMotion) Benefits What we offer 1 Year Fixed Term Contract Competitive Salary £28,000 – £29,500 25 days annual leave plus bank holidays Birthday Leave – an extra day off for your birthday 2 additional discretionary paid days off to be used for volunteer work. Competitive Salary with Discretionary bonus scheme Contributory Pension Scheme Health Care Cashplan Quarterly team days 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, (url removed)) 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 . 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