Customer Operations Manager (Gatwick)



Want to have a hand in helping create a more sustainable, shared future where we can do more with less? If you want to work for a cutting-edge, future-first start up and have experience as an Operations Manager, this one is for you.

The role

Karshare (previously trading as Carandaway) is a revolutionary new start-up which at its heart is all about great customer service. They enable private car owners to rent their vehicles directly to others when they are not using them. Think Airbnb for cars. They operate in 6 cities and are now relaunching back at Gatwick following a temporary closure due to Covid.

This is a rare opportunity to lead the team helping to shape processes and always ensure Karshare deliver an outstanding customer experience. The role would be perfect for someone with prior experience as a Customer Service or Operations Manager who is keen to work for a start-up, and make their mark offering a customer experience which sets a new standard. Your team will be managing customer interactions via the telephone, email and live chat as well as back office tasks. They will also be meeting customers face to face and performing various vehicle checks and ensuring vehicles are ready to be rented.

Karshare need someone who is flexible and knows when to step back and support the team, but equally will be happy to jump on and assist with any team task when required. You will have an unending passion to deliver an outstanding customer experience - Karshare strive to create raving fans with all their customers and this is what truly sets us apart from other more traditional players.

❗ The role is based at Gatwick airport so you must be within a commutable distance from this location.

What will you be doing?

  • Lead the Customer Operations team at London Gatwick Airport ensuring an outstanding customer experience is delivered from booking/registration through to car drop off/collection.
  • Work with your team to implement and manage systems and procedures to ensure the relaunch of this unique business model is successful, providing documentation as required.
  • Assist with escalated customer queries (including face to face) ensuring the customer is turned around to creating a raving fan.
  • Manage rotas to ensure we are correctly staffed to deliver the best possible customer experience.
  • Ensure that all daily/weekly tasks are defined, monitored and completed and all customer interactions are managed in a timely fashion.
  • Assist in managing the recruitment cycle ensuring new recruits fit the job role and the company culture.
  • Develop training material and lead on team training and development ensuring procedural tests are followed to ensure knowledge is embedded.
  • Ensure the team is motivated, regular one to ones are conducted and their successes are celebrated both on a one-to-one basis and with the wider company.
  • Monitor and flag any difficult edge cases which need to be mapped out to ensure a new process is defined and cascaded out.
  • Investigate and answer in depth complaints to allow the team to continue servicing our customers via all channels effectively.
  • Take full ownership of the administrative function of the team, ensuring both e-records and hard copy documentation is stored, managed and updated accordingly, and in line with UK law and compliance.
  • Liaise with the Tech and Product teams to flag issues which need fixing, as well as making suggestions to improve the customer experience.
  • Monitor Trustpilot to ensure our fantastic score is maintained and take corrective action to turn any negative reviews around.
  • Assist with awareness of our brand, creating opportunities to position the brand and future use to all customers at London Gatwick Airport.
  • Work with all Karshare airport partners, managing relations to ensure the delivery of the Karshare proposition and its growth.
  • Assist with any team task when required (taking calls, answering emails/live chat, jumping on a back office task or meeting with a customer face to face).

What are Karshare looking for?

Your skill set...

  • Outstanding customer service skills with at least 3 years of experience as a Manager, within a customer service environment.
  • You will be a people person with a proven track record of providing excellent customer service across multiple channels, including face to face, phone, email and live chat.
  • You will be impeccably organised, with a passion for improving process and procedure keeping a well maintained and functioning office and team.   
  • You will have experience and knowledge of data protection regulations and customer confidentiality.
  • You’re a problem solver with the ability to think on your feet and create solutions to problems quickly.
  • You have a positive “can do” attitude turning negatives into positives, with the ability to motivate others in times of difficulty.
  • You have experience dealing with business partners both internally and externally, creating professional long lasting relations.
  • Important hygiene factor – you are a conscientious driver with a clean driving licence.
  • Living close to Gatwick Airport is a positive, and flexibility to work weekends is essential as well.
  • Knowledge of car hire, fleet management, car sales or working with vehicle fleets is an advantage
  • We are a start-up so you need to be able to thrive in a fast paced and changing environment. Experience within a start-up would be a real bonus.
  • Purpose driven: you want Karshare to succeed because you understand how car sharing can help create a more sustainable future.
  • PC literate (Microsoft Office and/or G-Suite) – you will be very comfortable using spreadsheets and ideally Google sheets.
  • Extensive experience with investigating, responding and turning around complaints.
  • Experience of interviewing and recruiting staff successfully as well as managing rotas.
  • Flexible, highly organised with great attention to detail.
  • A team player with a hands-on approach, who loves a challenge and is resilient.

Working hours

Karshare's hours of operation are from Monday to Sunday, 6am – 11pm.

The role is based on working 40 hours per week - between yourself and the Supervisor they will require 7 days a week to be covered and to maximise the number of hours covered.

There will be some times when you will need to be on call during the hours of operation but they will ensure this happens only on your 5 working days.

You will set the rota and hours with the Customer Operations Supervisor so you’ll have the freedom to swap shifts between you to help fit around any personal commitments and this also includes any on call times.

The exciting bits!

Salary will be dependent on your experience, but you can also expect:

  • 25 days holiday plus bank holidays - in addition, an increase of 1 day every year after 2 years of service up to a maximum of 28 days.
  • Take your birthday off as an extra day’s holiday.
  • Standard contributory pension scheme.
  • A minimum of £250 to use towards your professional development.
  • 5 free rental days a year using a car from our platform.
  • £100 for any new Owners you get signed up.
  • Up to 2 employee social responsibility days to use for a cause or charity of your choice.
  • Karshare love recommendations - they will pay £750 if you successfully recommend a permanent employee.
  • Team building fun events.

Why Karshare are great to work for

In their own words - "We are a start-up and everyone is very down to earth and hands on. It's a company where no job is too small for someone to help on. It's fast paced, fun and dynamic!"

The interview process

  1. Apply via Feisty to send your CV directly to the employer
  2. Zoom interview with Head of Continuous improvement
  3. 45 minute written test to check your writing skills
  4. Zoom interview with the COO
  5. Offer!

Company Description

Karshare is creating a more sustainable, shared future, where having a car is seen as a choice not a necessity.

The UK’s first car sharing platform aimed solely at serving communities within their neighbourhoods and at airport locations, they enable those with cars to share theirs, and those without to quickly and easily rent one from someone nearby.

Car sharing means fewer cars need to be produced each year, and less congestion in our towns and cities - which both reduce carbon emissions and will play a key role in our transition to net zero.

Their smart technology and contactless process combined with a mission to empower local communities will help to define our tomorrow and enable a world to do more, with less.