Customer Escalations Specialist (Automotive)

Location: Brighton, United Kingdom; hybrid arrangement with flexibility to work from home 1 day per week and regular office attendance.

Company

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

What you will do

• Handle complex customer escalations, formal complaints, customer welfare concerns, and business-critical issues, including cases escalated to the C-suite.
• Work with stakeholders across departments to find customer-focused solutions and support service recovery through appropriate compensation.
• Respond to reviews on Trustpilot, Google Reviews, and the app store.
• Manage GDPR requests and monitor compliance across operational teams.
• Generate Voice of the Customer insights to improve operations and processes.
• Help departments identify and prevent fraud, security breaches, and legal claims.

Requirements

• Experience in a customer-facing role, including handling difficult conversations.
• Investigative, detail-oriented, and analytical approach.
• Strong customer-care focus and ability to turn negative experiences into positive outcomes.
• Strong risk-assessment, prioritisation, workload-management, verbal, and written communication skills.
• Ability to take ownership of complex issues, find creative solutions, remain calm under pressure, and build rapport with customers and stakeholders.
• Adaptability and willingness to contribute in a fast-paced environment.
• Commitment to continuous improvement and making a positive impact.

Culture & Benefits

• Standard shifts from 8:45am to 5:30pm and a focus on work-life balance.
• Seafront office with regular social events, office drinks, weekly massages, and free snacks.
• Stock options, pension scheme with NEST, and opt-in BUPA health insurance with fitness discounts.
• Strong commitment to personal development and a cycle-to-work scheme.
• Generous parental benefits, including 6 months of fully paid maternity leave and 4 weeks of paternity leave.

Hiring process

• Qualifying screen lasting 30 minutes.
• Onsite interview lasting 60 minutes.
• Expected response within one week after each interview stage; access to a talent partner throughout the process.