Customer Care Team Leader – Complaints & Feedback Management for Electric Vehicle Leasing at arenaflex

About arenaflex – Driving the Electric Revolution

At arenaflex, we are on a mission to accelerate the transition to a cleaner, greener future. The United Kingdom has set an ambitious target: by 2035, the sale of new petrol and diesel cars will be prohibited. This bold vision is reshaping the automotive landscape, and arenaflex is at the forefront, offering a seamless, end‑to‑end electric vehicle (EV) leasing experience. Our customers—both individuals and businesses—can choose, finance, and enjoy an EV, a home charger, and the energy that powers it, all through a single, transparent contract.

Founded in 2018, arenaflex grew out of a desire to make electric mobility accessible, affordable, and delightful. We combine cutting‑edge technology, data‑driven insights, and a customer‑centric culture to deliver a “lease for life” model that removes the friction traditionally associated with vehicle ownership. As part of a broader energy and sustainability ecosystem, arenaflex benefits from shared expertise, innovative thinking, and a commitment to decarbonising the planet.

Our values are simple yet powerful: integrity, empathy, curiosity, and relentless improvement. We believe that great ideas come from diverse perspectives, and we actively foster an inclusive environment where every voice matters. If you are passionate about sustainability, love solving complex problems, and thrive in a fast‑moving start‑up atmosphere, you will feel right at home at arenaflex.

Why This Role Matters

Customer trust is the cornerstone of any successful business, especially in regulated sectors such as financial services and vehicle leasing. As the Customer Care Team Leader – Complaints & Feedback Management, you will be the guardian of that trust. You will lead a dedicated team that investigates, analyses, and resolves customer complaints, ensuring that each interaction ends with a fair, transparent, and satisfactory outcome. Your work will directly influence arenaflex’s reputation, regulatory compliance, and continuous improvement initiatives.

Key Responsibilities

Complaint Investigation & Resolution

• Lead the end‑to‑end investigation of escalated complaints, applying rigorous analytical techniques to uncover root causes.
• Communicate with customers—both inbound and outbound—using a calm, assertive, and empathetic tone, ensuring that every voice is heard and respected.
• Document findings meticulously in the complaints database, adhering to internal policies and external regulatory requirements.
• Recommend fair redress solutions and remedial actions, balancing customer satisfaction with business sustainability.
• Provide comprehensive root‑cause analysis reports to senior leadership, highlighting trends and recommending strategic improvements.

Performance Monitoring & Reporting

• Collaborate closely with Operations and Customer Success teams to develop data‑driven performance dashboards.
• Track key performance indicators (KPIs) and service level agreements (SLAs) across individual and team metrics, ensuring targets are met or exceeded.
• Produce regular performance reports, presenting insights to stakeholders and driving accountability.
• Utilise multiple data sources—including CRM, call logs, and external regulatory feeds—to maintain a holistic view of complaint trends.

Regulatory Compliance & Stakeholder Management

• Ensure strict adherence to FCA’s DISP regulations and other relevant industry standards.
• Liaise with the Financial Ombudsman Service (FOS) and the British Vehicle Rental and Leasing Association (BVRLA) on escalated cases, maintaining transparent communication channels.
• Maintain up‑to‑date knowledge of regulatory changes, proactively adjusting processes to remain compliant.
• Build strong relationships with internal partners (Legal, Compliance, Product) and external bodies, leveraging influence to achieve timely resolutions.

Team Leadership & Development

• Motivate, coach, and develop a high‑performing complaints team, fostering a culture of continuous learning and empowerment.
• Set clear performance objectives, conduct regular one‑on‑ones, and deliver constructive feedback.
• Identify skill gaps and coordinate targeted training programs, ensuring the team stays ahead of industry best practices.
• Champion a customer‑first mindset, encouraging innovative thinking and proactive problem‑solving.

Essential Qualifications & Experience

• Proven track record of leading and motivating teams in a fast‑paced environment—experience in a supervisory or managerial role is essential.
• Demonstrated expertise in complaint handling within an FCA‑regulated context, with a deep understanding of the DISP framework.
• Hands‑on experience liaising with the Financial Ombudsman Service and/or BVRLA, including case management and resolution.
• Strong analytical background, capable of interpreting complex data sets and translating insights into actionable recommendations.
• Exceptional written and verbal communication skills, with the ability to convey complex information clearly to diverse audiences.
• Ability to build persuasive relationships with internal and external stakeholders, influencing outcomes while maintaining professionalism.
• Experience designing and implementing process improvements based on customer feedback and performance analytics.

Preferred Qualifications & Additional Skills

• Degree or professional qualification in Business Administration, Law, Finance, or a related field.
• Certification in complaint handling, dispute resolution, or regulatory compliance (e.g., ICAEW, CIPS).
• Familiarity with CRM platforms (Salesforce, Zendesk) and data‑visualisation tools (Power BI, Tableau).
• Project management experience, preferably with Agile or Scrum methodologies.
• Passion for sustainability and the electric mobility sector, with a genuine interest in emerging EV technologies.

Core Competencies for Success

• Customer Empathy: Ability to put yourself in the customer’s shoes, understand their concerns, and respond with genuine care.
• Analytical Rigor: Strong problem‑solving skills, comfortable working with numbers, trends, and root‑cause analysis.
• Leadership Presence: Confidence to lead a team, make decisive calls, and inspire confidence across the organisation.
• Regulatory Acumen: Up‑to‑date knowledge of FCA regulations and the ability to translate legal requirements into practical processes.
• Communication Excellence: Clear, concise, and persuasive communication—both written and spoken.
• Collaboration: Ability to work cross‑functionally, breaking down silos and fostering a unified approach to customer experience.
• Continuous Improvement Mindset: Proactive identification of inefficiencies and implementation of innovative solutions.

Career Growth & Learning Opportunities

At arenaflex, your development is a priority. In this role, you will gain exposure to senior leadership, regulatory bodies, and cutting‑edge data analytics. We offer:

• Mentorship from senior executives in compliance, operations, and product development.
• Access to industry conferences, webinars, and certifications related to financial services, consumer rights, and sustainability.
• Opportunities to transition into broader leadership roles, such as Head of Customer Experience, Compliance Manager, or Operations Director.
• Cross‑departmental projects that broaden your skill set and expand your professional network.

Work Environment & Culture at arenaflex

Our offices blend modern design with eco‑friendly features—think solar‑powered workspaces, bike‑friendly facilities, and a relaxed, collaborative atmosphere. Remote and hybrid working options are available, recognising that flexibility fuels creativity and work‑life balance.

We celebrate diversity and inclusion. arenaflex is committed to creating a workplace where every individual feels valued, respected, and empowered to bring their authentic self to work. Our employee resource groups, inclusive policies, and regular cultural events reinforce this commitment.

Compensation, Perks & Benefits

• Competitive base salary, aligned with market benchmarks for senior customer care roles.
• Performance‑based bonuses tied to KPI achievement and team success.
• Comprehensive health and wellbeing package—including private medical insurance, mental‑health support, and a generous gym membership allowance.
• Generous paid time off, parental leave, and flexible working arrangements.
• EV‑friendly benefits: discounted leasing rates on arenaflex electric vehicles, access to charging infrastructure, and sustainability allowances.
• Professional development budget for courses, certifications, and conferences.
• Employee stock purchase plan, allowing you to share in the company’s long‑term growth.

How to Apply

If you are ready to lead a dynamic team, shape the future of electric mobility, and make a tangible impact on both customers and the planet, we want to hear from you. Submit your application through the link below, and let us know how your experience aligns with the responsibilities and values outlined above.

Apply to this Job

Join arenaflex – Your Next Great Adventure Awaits

At arenaflex, we don’t just offer a job; we offer a purpose‑driven career where every day brings new challenges, learning opportunities, and the chance to make a difference. Whether you are an experienced leader looking for your next challenge or a passionate professional eager to grow, you will find a supportive community, clear pathways for advancement, and the resources you need to thrive.

Take the next step in your career journey. Apply today, and become part of a team that is redefining how the world moves.