Escalations Executive

• Resolve Private Customer complaints to achieve good outcomes while protecting company interests and brand reputation
• Ensure all complaint handling meets regulatory deadlines, including acknowledgment and holding letters
• Maintain professional relationships with customers, retailers, and brokers
• escalate retailer/broker issues when necessary
• Manage workload efficiently, prioritising cases and advising managers on escalations or delays
• Ensure thorough, clear, and compliant communication with customers, including before legal escalation
• Investigate and respond to Action Alerts promptly, highlighting trends to mitigate dissatisfaction
• Log and manage breaches per company policy, ensuring root cause analysis and timely closure
• Support continuous improvement by reviewing complaint procedures and identifying process enhancements
• Handle difficult and vulnerable customer interactions empathetically and in line with FCA requirements
• Manage complex complaints and prepare comprehensive final responses

• Strong academic background
• Knowledge of FCA Complaint Handling Rules (DISP) and relevant consumer protection laws
• Experience in customer service, preferably within Automotive or Regulated Financial Services
• Understanding of complaints environments and regulatory compliance
• Excellent communication and interpersonal skills
• Ability to work independently, prioritise tasks, and manage time effectively
• Proficiency in Microsoft Office
• Analytical skills and ability to work at both detailed and strategic levels

Knowledge of Motor Trade Law and regulatory authorities is advantageous

• Flexible working (flexible hours, job share, compressed hours or part-time working hours)
• Hybrid model which combines remote and office working
• Positive, supportive culture and working environment
• Prestigious offices in Farnborough