Dealer Resolutions Specialist (Automotive)

Location: Brighton, United Kingdom

Company

hirify.global is a UK online car-selling platform connecting private sellers with more than 8,000 dealers through a technology-led marketplace.

What you will do

• Own complex, sensitive, and high-emotion dealer escalations from intake through final resolution.
• Manage formal complaints and provide dedicated support throughout each case, including business-critical issues escalated to C-suite stakeholders.
• Identify and mitigate brand, legal, and reputational risks across social media, review platforms, and regulatory channels.
• Coordinate responses to critical service incidents and systemic failures across multiple departments.
• Use independent judgment to award gestures of goodwill, financial compensation, and fee waivers within policy frameworks.
• Analyze complaint trends, improve processes, and ensure case documentation meets compliance standards and internal SLAs.

Requirements

• Interest or experience working in a marketplace environment.
• Ability to manage multiple tasks and adapt quickly in a fast-paced environment.
• Strong communication and writing skills, with confidence engaging stakeholders from specialist to C-suite level.
• Collaborative problem-solving skills and the ability to coordinate outcomes across multiple teams.
• Excellent customer service skills, including empathy and understanding of customer needs.
• Strong risk assessment, prioritization, workload management, and preventive problem-solving abilities.

Nice to have

• Strong understanding of the motor industry.

Culture & Benefits

• Competitive salary and equity scheme.
• 25 days of holiday and enhanced family leave, including up to 26 weeks of full-pay maternity or adoption leave.
• Private medical insurance through BUPA, life assurance, pension contributions, and a 24/7 Employee Assistance Programme.
• Sea-front office with bi-weekly massages and free snacks.
• EV leasing, cycle-to-work, nursery salary sacrifice, and volunteering schemes.