Senior Customer Advocacy Specialist

**Job summary**:
Reporting into the Customer Support Team Leader, the Senior Customer Advocacy Specialist role is critical to delivering the Cazoo customer strategy. Our Customer Advocacy function sits alongside our Customer Operations team to make sure we offer all our customers the best possible service, even when things go wrong. We embed empathy into our complaints process to turn distress into delight, and we're looking for people to join our team who can help us drive this mission forward.

We're looking for empathetic, adaptable, and experienced problem solvers who will be able to bring their existing knowledge, stakeholder management and complaint handling expertise to our Customer Operations team, helping us to meet and exceed our regulatory requirements. We're looking for applicants with robust experience within a specific Complaint Handling role - ideally within the Financial Sector. If you have this experience, care deeply about making customers happy, and are passionate about making things better - we'd love to hear from you

**What you will be doing**:

- We already have a fantastic front-line Customer Operations team (CS Specialists and Senior CS Specialists) and want to strengthen this even more by bringing in some experienced Customer Advocacy Champions. You'll be the point of contact for customers who feel particularly disappointed in the service we've provided.
- We know that things can go wrong sometimes, and you'll be tasked with turning the situation around while providing crucial feedback to Cazoo on how we can make things better.
- Providing the best customer experience when handling complex complaints and regulatory matters (including Satisfactory Quality Disputes) in writing and over the phone.
- Supporting Executive, media, legal and PR customer escalations.
- Supporting Root Cause Analysis and internal feedback loops with frontline support and specialist domains to mitigate future complaints.
- Helping to cultivate and maintain a unique and customer-centric culture.

**Required skills and experience**:

- You have robust and specific stakeholder management and regulated complaint handling experience - ideally within the Financial or Automobile Sector
- You're adaptable to change, we're a very fast growing business.
- You're resilient and confident dealing with complaints over the phone and other channels.
- You've got a keen eye for detail and can reach fair outcomes for our customers.
- Strong passion and empathy for the customer.
- Excellent analytical skills, with the ability to piece together disparate data from a variety of sources and distil into actionable recommendations.
- Strong communication and presentation skills, with a proven track record in bringing people together to work towards a common objective.
- You enjoy investigating complex issues and getting to the root cause of the issue while putting things right.
- You can make the complex simple, and explain it to others in an engaging and informative way.
- You can quickly pick up the important parts of regulation, and understand how they impact Cazoo.
- You're deeply empathetic, always put yourself in the shoes of the customer and take end-to-end ownership of a customer's issue.

**Benefits**:
Wherever you work at Cazoo, you'll have what you need to be at your best. Our rewards, benefits, and initiatives have been created so you can make a big impact on your career, your colleagues, our customers and the communities we are a part of.

Along with a competitive salary, we offer an outstanding benefits package, including bonus and 25 days holiday (plus an extra day for your birthday). At Cazoo we are passionate about well being as such we provide an annual wellness fund and are partnered with a leading healthcare provider. We also offer up to 5% salary matched pension schemes, along with life insurance and critical illness cover.

**Useful information**

Our selection process will typically involve an initial chat with one of our recruitment team followed by a selection of competency based interviews with stakeholders and the hiring manager.