Experienced Customer Escalations Specialist – Delivering Exceptional Customer Experiences
At arenaflex, we're revolutionizing the used car marketplace with our award-winning, online-only platform that connects private car sellers with over 7,500 verified dealers nationwide. As the UK's fastest-growing used car marketplace, we're committed to making the process refreshingly easy for our customers. With an 'Excellent' Trustpilot rating and over 70,000 reviews, we're not just building a platform; we're changing how people sell cars. Backed by leading investors like Index Ventures and ICONIQ Growth, and following a successful $190 million funding round, we're on a mission to transform the used car market. Our team is passionate about delivering exceptional customer experiences, and we're looking for a brilliant Customer Escalations Specialist to join our growing team.
About the Team
As a Customer Escalations Specialist at arenaflex, you'll be part of a dynamic team that tackles the trickiest customer journeys, keeps sales on track, and makes sure customers still love arenaflex. We're key to spotting areas where we can improve, and we work closely with other teams to make the customer experience even better. If you're passionate about solving problems and making a real difference for our customers, you'll fit right in.
About the Role
We're looking for a skilled Customer Escalations Specialist to join our team. You'll be right there on the front line, resolving complex customer issues, giving amazing support, and helping us improve what we do. Here's what you'll be doing:
- Handling formal complaints and NPS responses
- Responding to reviews on platforms like Trustpilot, Google Reviews, and the app store
- Dealing with complex escalations and working with stakeholders to find customer-focused solutions
- Resolving business-critical issues, including those escalated to the C-suite
- Using compensation to help with service recovery
- Managing GDPR requests and keeping an eye on compliance across operational teams
- Collecting and sharing data to help improve operations and processes across arenaflex
- Helping different departments spot and prevent fraud, security breaches, and legal claims
About You
To succeed in this role, you'll need:
- Experience in a customer-facing role, including handling tough conversations
- Investigative, detail-oriented, and analytical skills
- Passion for customer care and turning bad experiences into good ones
- Great risk assessment, prioritisation, and workload management skills
- Adaptability and a willingness to contribute to a fast-paced environment
- Excellent verbal and written communication skills
You Could Be a Great Fit If
You love taking ownership of complex issues and finding creative solutions. You're resilient and can stay calm under pressure. You're a strong communicator and can build rapport with customers and stakeholders. You're passionate about continuous improvement and making a positive impact.
Our Interview Process
Our interview process is designed to be efficient and effective. Here's what you can expect:
- Qualifying Screen - 30 minutes
- Onsite Interview - 60 minutes
We'll get back to you within a week of each interview stage. You can chat with a talent partner throughout the process if you have any questions or need anything at all.
What We Offer
As a Customer Escalations Specialist at arenaflex, you'll have the opportunity to:
- Work with a talented team of professionals who are passionate about delivering exceptional customer experiences
- Develop your skills and expertise in customer escalation, complaint handling, and service recovery
- Contribute to the growth and success of a rapidly expanding company
- Enjoy a competitive salary and benefits package
- Take advantage of our comprehensive training and development programs
- Work in a dynamic and fast-paced environment that's always challenging and rewarding
How to Apply
If you're passionate about delivering exceptional customer experiences and want to join a team that's changing the used car market, apply now to become our next Customer Escalations Specialist. Apply for this job