Customer Care Specialist

CUSTOMER CARE SPECIALIST

We are looking for a detail-oriented and proactive individual with strong customer service skills and a problem-solving mindset. You should be confident in handling customer interactions empathetically, whether through resolving complaints, reviewing bookings, or supporting key accounts. A keen eye for accuracy and trends is essential, as you’ll be monitoring priority movements, auditing customer activity, and ensuring data is correct and up to date. The ideal candidate will be adaptable, able to support both day-to-day operations and wider process improvements, from enhancing our systems to refining procedures. If you have strong organisational skills, the ability to work collaboratively across teams, and a drive to deliver excellent service for our customers, you will make a great fit for this role.

About Engineius

Engineius’ goal is simple: to make vehicle movement easy. We are on our way to creating the leading end-to-end movement solution in the UK for our customers (such as Hertz and The AA), delivered by our network of 600+ drivers and transport agents across the UK.

Since going live in April 2018, we have acquired over 80 clients, many of whom can claim to be amongst the largest players in the UK automotive industry. We are already one of the largest competitors in our space but have ambitions to grow much further and we are crazy about sustainability, to date we have saved fleets over 10,000,000 tonnes of CO2.

We are seeing our hard work paying off as we have won 7 awards, including Best Fleet Software three years in a row, a highly commended well-being award, two innovation awards, and one outstanding product of the year award. You can read about our awards here: https://www.engineius.co.uk/our-awards

Key Responsibilities

• Key Account Support: Act as a point of contact for key accounts, providing operational support as needed.
• Priority & Critical Movement oversight: Oversee priority and sensitive customer movements to provide an additional layer of support.
• Complaints Management: Take ownership of complex customer complaints by conducting thorough investigations, implementing effective resolutions, and managing challenging situations to ensure satisfactory outcomes and prevent further escalation.
• System Enhancement: Contribute to the ongoing improvement and updating of the Engineius Portal to align with current standards.
• Process Improvements: Assist in reviewing and implementing process enhancements to optimise efficiency, streamline operations, and support continuous improvement initiatives.
• Customer Audits: Review customer bookings against to identify trends and highlight areas requiring additional support.
• Booking Support: Check and correct bookings received through automations or API integrations to ensure accuracy, consistency and data integrity.
• Customer Data Management: Review and update customer information, liaising with clients to confirm correct processes where necessary.
• Movement Procurement: Use third-party platforms to source equitable vehicle movements in areas where demand for Engineius services is lower.
• Operational Support: Assist the wider Operations team to help meet service level agreements and deliver excellent customer service.

What Characteristics Are We Looking For?

Essential

• Strong attention to detail with the ability to identify errors and trends.
• Excellent communication skills, with a professional and empathetic approach to customer interactions.
• Strong problem-solving skills and ability to resolve issues or elevate appropriately.
• Organisational and time-management skills to manage multiple priorities effectively.
• Proactive mindset with the ability to work independently as well as part of a team.
• Confidence in using systems and tools to review, update, and track customer or booking information.
• Reliability and accountability in monitoring sensitive or high-value customer movements.

Desirable

• Previous exposure to handling priority or key account customers.
• Knowledge of customer audit processes and data analysis.
• Experience contributing to system or process improvements.
• Familiarity with third-party procurement platforms or similar systems.
• Previous operational support experience in a logistics, transport, or service delivery environment.
• Ability to adapt quickly to new technologies and evolving business needs.

What\’s In It For You

Grow with us: You will be part of a growing and ambitious company! We want you to be happy and enjoy coming to work where you are surrounded by a supportive team.

In the heart of Birmingham: We are based in Birmingham city centre at Somerset House, only a 5-minute walk from Grand Central train station. In summer you can enjoy the rooftop terrace and views of the city!

Socials and more!: Social events and activities are held in the building once a month. We have quarterly company socials which in the past have been rooftop quiz nights, mini golf and a meal at Fazenda.

Fitness and wellbeing: Your wellbeing and health matters to us. In the building there is a gym and showers that you can use before, during or after work. If you like golf, you can enjoy practising on the golf simulator too.

Time to relax: Well-deserved time off- you will get 25 days off a year plus bank holidays. You will also get an additional day with every completed year of service up to a maximum of 30 days per annum.

Join us: If you want to be part of a forward-thinking, sustainable company and you embrace positivity, we would love to hear from you!