Customer Escalations Specialist (Automotive)

TL;DR

Customer Escalations Specialist (Automotive): Resolving complex customer issues and managing formal complaints to improve the user experience with an accent on service recovery and stakeholder collaboration. Focus on handling business-critical escalations, managing GDPR compliance, and utilizing voice-of-customer data to drive operational improvements.

Location: Brighton, UK (Hybrid: flexibility to work from home 1 day per week)

Company

hirify.global is the UK’s fastest-growing used car marketplace connecting private car sellers with thousands of verified dealers nationwide.

What you will do

• Resolve complex customer escalations by collaborating with stakeholders to find customer-focused solutions.
• Handle formal complaints, NPS responses, and public reviews on platforms like Trustpilot and Google.
• Address business-critical issues, including those escalated to the C-suite.
• Manage GDPR requests and ensure compliance across operational teams.
• Collect and share voice-of-the-customer data to drive improvements in operations and processes.
• Assist different departments in spotting and preventing fraud, security breaches, and legal claims.

Requirements

• Experience in customer-facing roles, specifically handling tough conversations.
• Strong investigative, detail-oriented, and analytical skills.
• Proficiency in risk assessment, prioritization, and workload management.
• Excellent verbal and written communication skills.
• Must be able to work from the Brighton office (Hybrid).

Culture & Benefits

• Work-life balance with standard shifts from 8:45am to 5:30pm.
• Seafront office featuring regular social events, free snacks, and weekly massages.
• Stock options to share in the company's growth.
• Comprehensive health insurance through BUPA and a NEST pension scheme.
• Generous parental benefits, including 6 months of fully paid maternity leave.
• Cycle to work scheme and commitment to personal development.

Hiring process

• Qualifying Screen (30 minutes).
• Onsite Interview (60 minutes).