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About arenaflex – Pioneering the Electric Mobility Revolution
At arenaflex we are rewriting the rules of personal transportation. As a leading electric vehicle (EV) leasing provider, we enable individuals and businesses across the United Kingdom to transition effortlessly to clean, emission‑free mobility. Our end‑to‑end platform combines vehicle leasing, charger installation, and renewable energy supply into a single, transparent offering that makes the switch to EVs as simple as a click.
Founded in 2018, arenaflex has rapidly grown into a trusted brand recognized for its commitment to sustainability, fairness, and exceptional customer experience. Our mission is to accelerate the decarbonisation of road transport while delivering affordable, reliable, and delightful service to every driver. We are part of a broader ecosystem of innovative ventures focused on clean energy, health, investment, and technology, all united by a shared purpose: to improve lives and protect the planet.
Why This Role Matters
Customer trust is the backbone of the EV leasing ecosystem. Every interaction—especially when handling complaints—shapes the perception of our brand and the broader adoption of electric mobility. As a Customer Care Executive at arenaflex, you will be the champion of fairness, ensuring that every customer concern is examined with rigor, empathy, and a data‑driven mindset. Your work will directly influence regulatory compliance, operational excellence, and the continuous improvement of our service model.
Role Overview
The Customer Care Executive is responsible for investigating, analysing, and resolving complex customer complaints that extend beyond standard service timelines. You will collaborate with Operations, Customer Success, Legal, and Compliance teams to deliver equitable outcomes, monitor performance metrics, and feed insights back into the business to drive systemic improvements.
Key Responsibilities
- Conduct thorough investigations of high‑complexity complaints, especially those that require more than three days to resolve, ensuring each case is documented accurately from start to finish.
- Maintain calm, professional, and solution‑focused communication with customers through inbound and outbound channels, translating technical and regulatory language into clear, actionable information.
- Partner closely with Operations and Customer Success to develop and maintain data‑led performance dashboards, aligning individual and team objectives with overarching business goals.
- Utilise multiple data sources—including CRM, transaction logs, and third‑party systems—to monitor key performance indicators (KPIs) and service level agreements (SLAs); generate regular reports for senior management.
- Engage internal stakeholders (legal, finance, product) and external bodies (Financial Ombudsman Service, industry associations) to gather evidence, negotiate resolutions, and close complaints efficiently.
- Ensure strict adherence to regulatory frameworks, particularly the Financial Conduct Authority (FCA) DISP rules, by meeting all mandated SLAs and audit requirements.
- Update and maintain a centralized complaints database with precise, searchable records, facilitating trend analysis and future forecasting.
- Recommend fair redress options—such as refunds, service upgrades, or corrective actions—based on investigative findings and company policy.
- Prepare root‑cause analyses and deliver actionable insights to senior leaders, highlighting recurring patterns and recommending process enhancements.
Essential Qualifications & Experience
- Proven track record in complaint handling within an FCA‑regulated environment, with at least 2‑3 years of relevant experience.
- Deep understanding of the DISP (Dispute Resolution: Complaints) regulations and their practical application.
- Exceptional written and verbal communication skills, with the ability to convey complex information simply and empathetically.
- Demonstrated ability to build influencing relationships with internal partners and external regulators, using persuasive negotiation techniques.
- Strong analytical mindset, capable of interpreting data, identifying patterns, and presenting evidence‑based recommendations.
Preferred (But Not Required) Experience
- Hands‑on experience liaising with the Financial Ombudsman Service or the British Vehicle Rental and Leasing Association (BVRLA).
- Background in the automotive, leasing, or renewable energy sectors.
- Familiarity with modern CRM platforms (e.g., Salesforce, HubSpot) and data‑visualisation tools (e.g., Power BI, Tableau).
- Certification in conflict resolution, mediation, or related areas.
Core Skills & Competencies
- Customer‑Centric Mindset: Passion for delivering fair, transparent outcomes that enhance brand loyalty.
- Attention to Detail: Meticulous documentation and data entry to ensure audit‑ready records.
- Problem‑Solving: Ability to dissect complex issues, identify root causes, and devise practical solutions.
- Regulatory Savvy: Up‑to‑date knowledge of FCA expectations and willingness to stay ahead of legislative changes.
- Collaboration: Proven experience working cross‑functionally in fast‑moving, matrixed organisations.
- Resilience: Comfortable handling emotionally charged conversations while maintaining professionalism.
- Technology Fluency: Proficiency with digital communication tools, data analytics, and cloud‑based workflow systems.
What We Offer – Compensation, Perks & Benefits
arenaflex believes that you should be rewarded fairly for the value you bring. While we keep the exact salary range flexible to match your experience and expertise, you can expect a competitive package that includes:
- Base salary aligned with market benchmarks for senior complaint‑handling roles.
- Performance‑based bonuses tied to KPI achievement and customer satisfaction metrics.
- Comprehensive health, dental, and vision insurance plans.
- Generous pension contribution scheme.
- Paid parental leave, flexible working hours, and remote‑work options.
- Annual professional development budget for certifications, conferences, or further education.
- Employee assistance programme, mental‑wellness resources, and regular wellbeing workshops.
- Access to the arenaflex employee benefits hub, featuring discounts on EV charging, travel, fitness, and lifestyle subscriptions.
Career Growth & Learning Opportunities
At arenaflex, career progression is a natural outcome of curiosity, performance, and initiative. As a Customer Care Executive, you will have clear pathways to advance into senior leadership, policy development, or specialist compliance roles. We support continuous learning through:
- Mentorship programmes pairing you with senior compliance and operations leaders.
- Cross‑departmental rotation opportunities to broaden your business perspective.
- Regular internal workshops on regulatory updates, data analytics, and customer experience design.
- Access to a digital learning library with courses on communication, negotiation, and conflict resolution.
Culture, Values & Workplace Environment
arenaflex fosters a culture where autonomy, creativity, and empathy intersect. Our values are woven into everyday practice:
- Integrity: We act transparently, honour commitments, and hold ourselves accountable to regulators and customers alike.
- Sustainability: Every decision is filtered through our environmental mission to accelerate the shift to clean mobility.
- People‑First: We celebrate diversity, support inclusive practices, and provide accommodations to ensure all team members thrive.
- Innovation: Rapid iteration, data‑driven experimentation, and fearless problem‑solving are encouraged at every level.
- Collaboration: Open communication channels, regular cross‑functional huddles, and a flat hierarchy empower every voice.
Our offices feature bright, modern workspaces with quiet zones, collaboration rooms, and on‑site EV charging points. Whether you choose to work from home, a flexible hybrid model, or from our vibrant headquarters, you’ll have the tools and support you need to excel.
Application Process & Next Steps
Ready to make a tangible impact on the future of transportation? Follow these steps to apply:
- Submit your updated CV and a concise cover letter outlining your experience with FCA‑regulated complaint handling.
- If shortlisted, you’ll receive a brief screening call with our Talent Acquisition partner to discuss fit and expectations.
- Successful candidates will move on to a competency‑based interview with the Customer Care Leadership team, followed by a practical case‑study exercise focused on complaint analysis.
- Final discussions will include senior stakeholders to explore cultural alignment and career aspirations.
We embrace technology to ensure a fair and unbiased selection process, employing AI‑driven tools to standardise assessment while preserving the human touch.
Inclusive Hiring Statement
arenaflex is an equal‑opportunity employer. We celebrate the unique perspectives that individuals from all backgrounds bring to our team. We encourage applications from people of any gender identity, ethnicity, disability, age, sexual orientation, or veteran status. If you require any specific accommodations during the interview process, please let us know, and we will gladly adapt to meet your needs.
Join Us – Shape the Future of Electric Mobility
If you are driven by curiosity, possess a meticulous eye for detail, and thrive in a regulated, fast‑moving environment, we want to hear from you. At arenaflex, you will play a pivotal role in delivering fair outcomes, strengthening regulatory trust, and empowering thousands of drivers to make greener choices.
Click the link below to submit your application today and start your journey with a purpose‑focused, award‑winning team.
Apply Now – Customer Care Executive
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