We’re Zipcar, the world’s largest car-sharing company, and we’re looking to add new talent to our team.

Today, Zipcar provides hundreds of thousands of people with a viable alternative to traditional car ownership, saving them money, time and headaches. Zipcar members in cities and college campuses across America, Canada and the UK are making the decision to live car free and enjoying the convenience, savings and environmental benefits of having “wheels when you want them.”

As we continue to grow, we’re looking for talented, passionate people with great ideas to join the family. We aim to create an environment that is supportive, diverse, and as fun as our brand. If you’re results-oriented, dedicated, and ready to contribute to an unparalleled member experience for our community of Zipsters, we encourage you to apply.

To learn more about Zipcar, what we do, and how we do it, visit zipcar.com. For further employment opportunities, visit zipcar.com/about/jobs.

The Member Services Team Lead is responsible for developing, mentoring and maintaining a high quality customer service oriented team to resolve Zipcar member situations to the satisfaction of the member and Zipcar.

Responsibilities include but are not limited to the following:

* Leads a team of highly motivated customer care individuals.
* Defines strategy for team efficiency.
* Collaborates with the home office to devise strategies to educate and enforce Zipcar policies and procedures with members.
* Resolves issues according to Zipcar policies in a timely manner; addresses escalated non-routine issues.
* Conducts outreach to members.
* Coordinates the office operations.
* Works with the Head Office to discuss problems, identify trends and share solutions.
* Maintains the relationship with the DVLA , processing applications via license checks and converting these into active members.
* Provides a local point of contact for members and managing call volume to the local London office.
* Administers the Arval Fuel card process to identify fraud and action accordingly
* Facilitates the relationship with the external debt recovery company to minimize bad debt.
* Oversees the front desk and walk in queries and membership applications.
* Collaborates with the call centre and provides feedback as necessary.
* Serves as the member advocate, as such will work with cross functional teams to drive positive change in the member experience.
* Partners with other departments, such as Fleet Operations, Sales and Marketing as needed.
* Liaises between the Head Office and local office to communicate local market initiatives in all departments that affect the member and member experience.
* Proactively communicates potential areas of improvement to help drive changes in policy and procedure.

Qualifications:

The successful candidate:

* Strong leadership skills
* Thrives in a dynamic and challenging work environment
* Cares about what our member’s experience and think about Zipcar
* Contagious positive personality
* Excellent customer service skills
* Exceptional oral and written communication skills
* Process oriented
* Superior organizational and time management skills
* Desire to learn and impact the market development
* Team player attitude
* Interested in growth and personal development
* Innovative problem solving skills
* College degree and 3+ year’s previous customer service experience

IF YOU ARE QUALIFIED FOR THIS POSITION PLEASE APPLY ONLINE AT: http://ukjobs-zipcar.icims.com/jobs/1186/job

As a member of the Zipcar Team you will receive:

* Competitive Compensation
* Superior Benefits Package
* Free Membership
* Discounts on services, products and much more

While we appreciate every applicant’s interest, only those under consideration will be contacted. We regret that phone calls will not be accepted. EOE