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- Tasks: Be the voice of Maeving, ensuring top-notch customer support and smooth operations.
- Company: Join Britain's first electric motorcycle manufacturer, redefining urban travel.
- Benefits: Become a shareholder, enjoy a supportive team, and grow with us.
- Other info: Fast-paced environment with opportunities for personal and professional growth.
- Why this job: Make a real impact in customer satisfaction while working with innovative electric motorcycles.
- Qualifications: Experience in customer service and strong communication skills are essential.
The predicted salary is between 30000 - 42000 ÂŁ per year.
Company Overview
Maeving is Britain's first electric motorcycle manufacturer, drawing on the rich heritage of British motorcycle design to redefine the future of urban travel. Its first model, the RM1, launched in 2022 and quickly became the best‑selling electric motorcycle in the UK, and the best‑reviewed on the market. The RM1S received the industry award for "Best Electric Motorcycle" ahead of BMW and Kawasaki. The recent RM2 launch broadens the offering. Maeving’s bikes are built in Coventry, the birthplace of the British motorcycle industry; designed by a team led by Triumph’s former Head of Product, Graeme Gilbert. Lightweight and simple, powered by removable batteries that can be charged at a standard socket.
Role Overview
The Customer Support Administrator plays a vital role in ensuring smooth operations within Maeving’s customer journey, from purchase through delivery and after‑sales support. The role coordinates schedules, manages customer communications, maintains accurate records, and supports the Delivery & Aftersales team to deliver the highest levels of customer satisfaction.
Responsibilities
- Be the voice of the brand to customers via all communication channels, ensuring outstanding, professional service.
- Respond to customer requests, ensuring timely action and accurate communication to all stakeholders within the business while managing customer expectations.
- Coordinate with internal and external team members to monitor live and planned deliveries, resolve issues in real time and elevate when required.
- Own and manage processing of sales orders, service orders and all order records from all channels to ensure quality delivery of products and services.
- Maintain accurate and timely documentation of deliveries, service bookings and customer interactions, ensuring every customer is treated as a VIP.
- Maintain ERP records including daily postings and ensure accurate documentation.
- Process and track product returns, replacements and refunds in line with company policy.
- Process daily Plug‑in Vehicle Grant submissions with accurate vehicle details.
- Register all new customer tracker device activations daily and support customers using Tracking Providers.
- Maintain relationships with logistics partners, service contractors and third‑party providers to ensure SLA adherence.
- Review order‑to‑delivery and after‑sales workflows regularly, recommending system or process changes to improve efficiency.
- Identify recurring customer issues and elevate to relevant parties to drive resolution.
- Contribute to customer FAQs, service manuals and troubleshooting guides to enhance self‑service and reduce inbound queries.
- Perform any other tasks as required by the business.
Essential Requirements
- Previous experience in a customer service or customer‑facing administrative role (experience in automotive, manufacturing, hospitality or logistics preferred).
- Commute from Coventry.
- Proficient in ERP or SAP, CRM (HubSpot, Zendesk or Salesforce) and Microsoft Office (Excel, Word, Outlook) and comfortable adapting new systems.
- People‑focused and confident communicator with strong written and verbal communication skills, capable of being the voice of the brand.
- Strong organisational skills with excellent attention to detail.
- Proactive, adaptable and able to manage competing priorities in a fast‑paced environment.
- Customer‑focused mindset with a proactive and problem‑solving approach.
Desirable Requirements
- Full UK driving licence.
Why Maeving?
Every Team Member is a shareholder in our business; if Maeving succeeds, we all succeed. We are a tight‑knit, supportive, ambitious team that has achieved something no other business has. Every member contributes to our success and will be given the support, time and space to make this role critical to Maeving’s growth story. In just over four years, the business has evolved from a small flat in the living room to a 50+ person team manufacturing Britain’s best‑selling electric motorcycles, operational in four markets.
Seniority level: Entry level
Employment type: Full‑time
Job function: Information Technology
Industry: Motor Vehicle Manufacturing
Location: Coventry, England, United Kingdom
Customer Support Administrator in Coventry employer: Maeving
Contact Detail:
Maeving Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Administrator in Coventry
✨Tip Number 1
Get to know Maeving and its products inside out! Familiarise yourself with the RM1 and RM2 models, their features, and what makes them stand out in the electric motorcycle market. This knowledge will help you shine during interviews and show your genuine interest in the brand.
✨Tip Number 2
Practice your communication skills! As a Customer Support Administrator, you'll be the voice of the brand. Role-play common customer scenarios with friends or family to build your confidence in handling queries and complaints effectively.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events to learn more about Maeving's culture and values. This can give you insider tips and might even lead to a referral, which is always a bonus!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and genuinely interested in joining the Maeving team. Don’t forget to follow up after applying to express your enthusiasm!
We think you need these skills to ace Customer Support Administrator in Coventry
Some tips for your application 🫡
Show Your Passion for Customer Service: When you're writing your application, let your enthusiasm for customer service shine through. We want to see that you genuinely care about helping customers and making their experience with Maeving top-notch!
Tailor Your Application: Make sure to customise your application to highlight relevant experience, especially in customer-facing roles. We love seeing how your skills align with what we do at Maeving, so don’t hold back on showcasing your strengths!
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so make sure your writing is easy to read and free of jargon. This will help us understand your qualifications quickly and effectively.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining the Maeving team!
How to prepare for a job interview at Maeving
✨Know the Brand Inside Out
Before your interview, make sure you research Maeving thoroughly. Understand their products, values, and what sets them apart in the electric motorcycle market. This will not only help you answer questions confidently but also show your genuine interest in the company.
✨Showcase Your Customer Service Skills
As a Customer Support Administrator, your ability to communicate effectively is key. Prepare examples from your past experiences where you successfully resolved customer issues or improved customer satisfaction. Highlight your proactive approach and problem-solving skills.
✨Familiarise Yourself with Relevant Tools
Since the role requires proficiency in ERP systems and CRM tools like HubSpot or Zendesk, brush up on these platforms. If you have experience with similar software, be ready to discuss how you used them to enhance customer interactions or streamline processes.
✨Prepare Questions for Them
Interviews are a two-way street! Prepare thoughtful questions about the team dynamics, company culture, and how success is measured in this role. This shows that you're not just interested in the job, but also in how you can contribute to Maeving's growth.