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Resolve complex customer escalations, complaints, welfare concerns, and business-critical issues. Respond to public reviews, manage compensation and GDPR requests, monitor operational compliance, and support fraud, security, and legal-risk prevention. The role also contributes Voice of the Customer insights and process improvements while collaborating with internal stakeholders to deliver customer-focused solutions.

Own complex dealer complaints and high-stakes escalations from intake through resolution. Coordinate incident responses across departments, manage reputational and regulatory risks, administer goodwill compensation, analyze complaint trends, and drive process improvements. The role requires empathetic customer service, strong written and verbal communication, sound risk assessment, and effective stakeholder management up to C-suite level.

Manage a portfolio of UK car dealership partners in a consultative B2B sales role. Responsibilities include onboarding new accounts, re-engaging lapsed dealers, increasing auction participation, demonstrating ROI, maintaining pipeline activity in HubSpot, overcoming objections, collaborating cross-functionally, and meeting sales targets. The role emphasizes relationship building, customer success, telephone communication, resilience, coaching, and continuous learning.

Evaluate customer interactions across calls, email, and live chat against quality, process, and regulatory standards. Provide coaching and detailed feedback to agents and suppliers, complete remediation checks, identify improvement opportunities, conduct interaction deep dives, and support process consistency. Manage an allocated workload, meet KPIs and SLAs, collaborate across departments, and maintain knowledge of business and process changes.