Customer Escalations Specialist (Ecommerce)

TL;DR

Customer Escalations Specialist (Ecommerce): Resolving complex customer journeys and high-priority disputes to improve overall service quality with an accent on complaint resolution, NPS management, and regulatory compliance. Focus on transforming negative customer experiences into positive outcomes, preventing fraud, and providing voice-of-customer insights to optimize operations.

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

Company

A fast-growing UK used car marketplace connecting private sellers with verified dealers via an online-only platform.

What you will do

• Resolve complex customer escalations and collaborate with stakeholders for customer-focused solutions.
• Handle formal complaints, NPS responses, and public reviews on Trustpilot, Google, and app stores.
• Manage business-critical issues, including those escalated to the C-suite.
• Oversee GDPR requests and ensure compliance across operational teams.
• Collect and share voice-of-customer data to optimize internal operations and processes.
• Assist departments in identifying and preventing fraud, security breaches, and legal claims.

Requirements

• Experience in customer-facing roles, specifically handling difficult conversations.
• Strong investigative, analytical, and detail-oriented mindset.
• Proven ability in risk assessment, prioritization, and workload management.
• Excellent verbal and written communication skills.
• Resilience and ability to remain calm under pressure.
• Must be based in or able to commute to the Brighton office.

Nice to have

• Passion for taking ownership of complex issues and finding creative solutions.
• Dedication to continuous improvement and making a positive impact.

Culture & Benefits

• Standard shifts from 8:45 am to 5:30 pm for a healthy work-life balance.
• Sea-front office with social events, drinks, free snacks, and weekly massages.
• Equity through stock options and a pension scheme via NEST.
• Comprehensive health insurance through BUPA, including fitness discounts.
• Generous parental benefits, including 6 months of fully paid maternity leave.
• Commitment to personal development and a cycle-to-work scheme.

Hiring process

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