Customer Escalations Specialist
1 month ago
{"h1": "Customer Escalations Specialist", "p": "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 and support containment efforts for issues that present significant financial, legal, or reputational risks to the business.", "ul": [{"li": "Day-to-day management of formal complaints and NPS responses"}, {"li": "Review platform management and PR risk containment, responding to reviews across Trustpilot, Google Reviews, appstore, and other platforms"}, {"li": "Managing and prioritising highly complex escalations and cooperating with stakeholders across the business to provide customer-focused resolutions and support containment efforts for issues which present significant financial, legal, or reputational risks to the business"}, {"li": "Working with senior management across the business to resolve business critical issues, up to and including C-suite executive level escalations"}, {"li": "Reviewing and assessing high level complex compensation requests, and effectively utilising compensation independently to support service recovery efforts, while minimising financial and legal risks to the business"}, {"li": "Managing GDPR requests, including deletion and data subject access requests. Monitoring operations wide compliance with GDPR policies via ticket flagging and providing feedback across operational teams in the event of compliance breaches."}, {"li": "Collating data drawn 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."}, {"li": "Supporting legal, fraud, security, dealer governance, and PR in detecting and preventing crime, fraud, data or security breaches, and legal claims, containing potential reputational crises, and managing dealer misconduct across our client base."}], "h2": "Minimum Requirements", "ul": [{"li": "Previous experience in a customer-facing role, with experience of taking the wheel and having challenging conversations with customers"}, {"li": "Exceptional customer care sensibilities"}, {"li": "Exceptional risk assessment, prioritisation, and autonomous workload management skills"}], "h2": "Benefits", "ul": [{"li": "A competitive salary"}, {"li": "BUPA private health insurance"}, {"li": "Annual learning budget with Learnerbly"}, {"li": "Enhanced Maternity/Paternity leave"}, {"li": "Pension Scheme"}, {"li": "Discounted Calm membership"}, {"li": "Cycle to work scheme"}, {"li": "A fun working environment with regular social events"}, {"li": "The chance to join a rapidly growing company that cares first and foremost about its people"}, {"li": "Fast career progression and the ability to develop your own skills and experience quickly"}], "h2": "Equal Opportunities Statement", "p": "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."}
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Customer Escalations Specialist
2 weeks ago
Brighton, Brighton and Hove, United Kingdom Motorway Online Ltd Full timeAbout the RoleWe are seeking a skilled Customer Escalations Specialist to join our team dedicated to resolving sensitive customer journeys, retaining sales and customer confidence in the Motorway brand. This person will be responsible for day-to-day management of formal complaints and NPS responses, reviewing platform management and PR risk containment, and...
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Customer Escalations Specialist
1 month ago
Brighton, Brighton and Hove, United Kingdom Motorway Online Ltd Full timeAbout the RoleWe 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 managing and prioritizing highly complex escalations.Key...
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Customer Escalations Specialist
1 month ago
Brighton, Brighton and Hove, United Kingdom Motorway Online Ltd Full timeAbout the RoleWe 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 managing and prioritizing highly complex escalations.Key...
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Customer Escalations Specialist
3 weeks ago
Brighton, Brighton and Hove, United Kingdom Motorway Online Ltd Full timeAbout the RoleWe 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 managing and prioritizing highly complex escalations.Key...
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Customer Escalations Specialist
3 weeks ago
Brighton, Brighton and Hove, United Kingdom Motorway Online Ltd Full timeAbout the RoleWe 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 managing and prioritizing highly complex escalations.Key...
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Customer Escalations Specialist
3 weeks ago
Brighton, Brighton and Hove, United Kingdom Motorway Online Ltd Full timeAbout the RoleWe 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 managing and prioritizing highly complex escalations.Key...
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Customer Escalations Specialist
3 weeks ago
Brighton, Brighton and Hove, United Kingdom Motorway Online Ltd Full timeAbout the RoleWe 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 managing and prioritizing highly complex escalations.Key...
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Customer Escalations Specialist
3 weeks ago
Brighton, Brighton and Hove, United Kingdom Motorway Online Ltd Full timeAbout the RoleWe 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 managing and prioritizing highly complex escalations.Key...
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Customer Escalations Specialist
3 weeks ago
Brighton, Brighton and Hove, United Kingdom Motorway Online Ltd Full timeAbout the RoleWe 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 managing and prioritizing highly complex escalations.Key...
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Customer Escalations Specialist
1 month ago
Brighton, Brighton and Hove, United Kingdom Motorway Online Ltd Full timeAbout the RoleWe 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...
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Customer Escalations Specialist
1 month ago
Brighton, Brighton and Hove, United Kingdom Motorway Online Ltd Full timeAbout the RoleWe 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...
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Customer Escalations Specialist
3 weeks ago
Brighton, Brighton and Hove, United Kingdom Motorway Online Ltd Full timeAbout the RoleWe 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...
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Customer Escalations Specialist
3 weeks ago
Brighton, Brighton and Hove, United Kingdom Motorway Online Ltd Full timeAbout the RoleWe 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...
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Customer Escalations Specialist
4 weeks ago
Brighton, Brighton and Hove, United Kingdom Motorway Full timeAbout the RoleWe are seeking a skilled Customer Escalations Specialist to join our team at Motorway, a rapidly growing used car marketplace. As a key member of our customer experience team, you will be responsible for resolving sensitive customer journeys, retaining sales, and maintaining customer confidence in our brand.This is an exciting opportunity to...
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Customer Escalations Specialist
4 weeks ago
Brighton, Brighton and Hove, United Kingdom Motorway Full timeAbout the RoleWe are seeking a skilled Customer Escalations Specialist to join our team at Motorway, a rapidly growing used car marketplace. As a key member of our customer experience team, you will be responsible for resolving sensitive customer journeys, retaining sales, and maintaining customer confidence in our brand.This is an exciting opportunity to...
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Customer Escalations Specialist
4 weeks ago
Brighton, Brighton and Hove, United Kingdom Motorway Full timeAbout the RoleWe are seeking a skilled Customer Escalations Specialist to join our team at Motorway, a rapidly growing used car marketplace. As a key member of our customer experience team, you will be responsible for resolving sensitive customer journeys, retaining sales, and maintaining customer confidence in our brand.This is an exciting opportunity to...
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Customer Escalations Specialist
4 weeks ago
Brighton, Brighton and Hove, United Kingdom Motorway Full timeAbout the RoleWe are seeking a skilled Customer Escalations Specialist to join our team at Motorway, a rapidly growing used car marketplace. As a key member of our customer experience team, you will be responsible for resolving sensitive customer journeys, retaining sales, and maintaining customer confidence in our brand.This is an exciting opportunity to...
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Customer Escalations Specialist
1 month ago
Brighton, Brighton and Hove, United Kingdom Motorway Full timeAbout the RoleWe are seeking a skilled Customer Escalations Specialist to join our team at Motorway, a rapidly growing used car marketplace. As a key member of our customer experience team, you will be responsible for resolving sensitive customer journeys, retaining sales, and maintaining customer confidence in our brand.This is an exciting opportunity to...
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Customer Escalations Specialist
3 weeks ago
Brighton, Brighton and Hove, United Kingdom Motorway Full timeAbout the RoleWe are seeking a skilled Customer Escalations Specialist to join our team at Motorway, a rapidly growing used car marketplace. As a key member of our customer experience team, you will be responsible for resolving sensitive customer journeys, retaining sales, and maintaining customer confidence in our brand.This is an exciting opportunity to...
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Customer Escalations Specialist
1 month ago
Brighton, Brighton and Hove, United Kingdom Motorway Full timeAbout the RoleWe are seeking a skilled Customer Escalations Specialist to join our team at Motorway, a rapidly growing used car marketplace. As a key member of our customer experience team, you will be responsible for resolving sensitive customer journeys, retaining sales, and maintaining customer confidence in our brand.This is an exciting opportunity to...
