Customer Escalations Specialist

1 month ago

Brighton, Brighton and Hove, United Kingdom Motorway Online Ltd Full time
About the Role

We are seeking a skilled Customer Escalations Specialist to join our team at Motorway Online Ltd. As a key member of our customer experience team, you will be responsible for managing formal complaints and NPS responses, reviewing platform management and PR risk containment, and working with stakeholders to provide customer-focused resolutions.

Key Responsibilities
  • Manage day-to-day formal complaints and NPS responses, ensuring timely and effective resolution.
  • Review platform management and PR risk containment, responding to reviews across Trustpilot, Google Reviews, and other platforms.
  • Manage and prioritize highly complex escalations, cooperating with stakeholders to provide customer-focused resolutions and support containment efforts.
  • Work with senior management to resolve business-critical issues, up to and including C-suite executive level escalations.
  • Review and assess high-level complex compensation requests, utilizing compensation to support service recovery efforts while minimizing financial and legal risks.
  • Manage GDPR requests, including deletion and data subject access requests, monitoring operations-wide compliance with GDPR policies.
  • Collate data from poor customer experiences, staff and client conduct, and misuse of the platform to share with relevant stakeholders in support of business-wide operational development and process change.
Requirements
  • Previous experience in a customer-facing role, with experience of taking the wheel and having challenging conversations with customers.
  • Exceptional customer care sensibilities.
  • Exceptional risk assessment, prioritization, and autonomous workload management skills.
What We Offer
  • A competitive salary.
  • BUPA private health insurance.
  • Annual learning budget with Learnerbly.
  • Enhanced Maternity/Paternity leave.
  • Pension Scheme.
  • Discounted Calm membership.
  • Cycle to work scheme.
  • A fun working environment with regular social events.
  • The chance to join a rapidly growing company that cares first and foremost about its people.
  • Fast career progression and the ability to develop your own skills and experience quickly.

Motorway Online Ltd is committed to equality of opportunity for all employees. We believe our workforce should reflect a variety of backgrounds, talents, perspectives, and experiences. Our strong commitment to a culture of inclusion is evident through our constant focus on recruiting, developing, and advancing individuals based on their skills and talents.

We welcome applications from all individuals regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief, and marriage and civil partnerships.

Given the continued spread of COVID-19 (coronavirus), all interviews will be conducted by phone or virtual connection to protect our candidates and employees.

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