Trust and Safety Manager

4 weeks ago

Richmond, Greater London, United Kingdom Gumtree | Motors Full time
About the Role

We are seeking a highly skilled Trust and Safety Lead to join our team at Gumtree | Motors. As a key member of our Commercial Operations team, you will play a pivotal role in ensuring the safety and security of our users.

Key Responsibilities
  • Manage the implementation of the Online Safety Act legislation, ensuring compliance and adherence to procedures.
  • Serve as a liaison between the company and law enforcement agencies in matters related to fraud investigations and criminal activities.
  • Investigate fraudulent activity on Dealer accounts and provide a summary of the investigation for management review.
  • Work with internal teams to mitigate fraud risks and improve security measures, delivering on projects and process improvements that drive efficiency and best practice.
  • Proactively identify fraudulent activity or content across MOTORS platforms.
  • Manage consumer support queues, responding to consumer queries and redirecting or escalating as required.
  • Ensure timely resolution of consumer issues, striving to exceed customer expectations and maintain high levels of satisfaction.
  • Monitor dealer performance based on customer complaints and adherence to company policies and standards.
  • Continuously evaluate and refine existing processes and procedures related to Trust & Safety, including consumer support, fraud detection, and dealer monitoring.
Requirements
  • Confidence and capability to communicate in different styles effectively with stakeholders and customers.
  • Bias to overcome complex challenges.
  • Excellent time management skills and the ability to prioritise workload.
  • Able to work through issues in a calm, proficient, and effective manner.
What We Offer

We offer a supportive, flexible, and growth-focused workplace. At Motors, you will have a healthy work-life balance, continuous learning, remote work options, and engaging challenges. Join us for a fulfilling career where your well-being is a priority.

  • Competitive Pay
  • Discretionary Bonus
  • Pension Scheme (up to 9% Employer Contribution)
  • Employee recognition scheme with great financial prizes
  • 25 days holiday per year growing with length of service
  • Hybrid and UK Remote working depending on role
  • Generous Family Friendly Leave
  • Free counseling and support
  • Private Healthcare Insurance
  • Private Dental insurance cover & Cashback
  • Online private GP service
  • Generous sick pay support
  • Life assurance policy (x4 Life Assurance)

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