Customer Escalations Specialist

TL;DR

Customer Escalations Specialist (Used Car Marketplace): Resolving complex customer escalations and issues with an accent on customer-focused solutions, compliance, and operational improvements. Focus on handling formal complaints, reviews, GDPR requests, fraud prevention, and sharing customer feedback.

Location: Brighton, UK (hybrid: seafront office with 1 day WFH per week)

Company

UK’s fastest-growing used car marketplace connecting private sellers with verified dealers nationwide via an online platform.

What you will do

• Handle complex escalations, formal complaints, and NPS responses, collaborating with stakeholders for solutions.
• Respond to reviews on Trustpilot, Google, and app stores.
• Resolve business-critical issues, including C-suite escalations, using compensation for service recovery.
• Manage GDPR requests and ensure compliance across teams.
• Collect and share voice-of-customer data to improve operations.
• Assist departments in spotting and preventing fraud, security breaches, and legal claims.

Requirements

• Experience in customer-facing roles, including tough conversations.
• Investigative, detail-oriented, and analytical mindset.
• Passion for customer care and turning negative experiences positive.
• Strong risk assessment, prioritization, and workload management.
• Adaptable in a fast-paced environment.
• Excellent verbal and written communication skills.

Nice to have

• Ownership of complex issues with creative solutions.
• Resilience under pressure.
• Building rapport with customers and stakeholders.
• Passion for continuous improvement.

Culture & Benefits

• Standard shifts 8:45am-5:30pm for work-life balance.
• Seafront office with social events, drinks, massages, free snacks.
• Stock options, NEST pension, BUPA health insurance with fitness discounts.
• Cycle to work scheme, generous parental leave (6 months maternity, 4 weeks paternity).
• Personal development commitment.

Hiring process

• Qualifying screen: 30 minutes.
• Onsite interview: 60 minutes.
• Feedback within a week per stage; chat with talent partner as needed.