Customer Escalations Specialist

Overview

In this role you will resolve complex customer issues on the front line, working with stakeholders to deliver customer-focused solutions. You will handle formal complaints and NPS responses, manage reviews across platforms, and address business-critical issues including those escalated to the C-suite. You will use compensation for service recovery and oversee GDPR-related requests to ensure compliance. You will gather voice-of-the-customer data to drive improvements across operations while helping to mitigate fraud and legal risks. This is a fast-paced, impact-driven position in a growth-stage scale-up that values customer care and continuous improvement.

Pay / Benefits

• Great work-life balance with standard shifts
• Stock options
• Pension scheme (NEST)
• Private health insurance (BUPA)
• Cycle to work scheme
• Generous parental benefits (6 months maternity, 4 weeks paternity)

Responsibilities

• Handle complex escalations with stakeholders to deliver customer-focused solutions
• Manage formal complaints and NPS responses
• Respond to reviews on Trustpilot, Google Reviews, and the app store
• Resolve business-critical issues, including those escalated to the C-suite
• Use compensation as a tool for service recovery
• Manage GDPR requests and monitor compliance across operations
• Collect/share voice-of-the-customer data to inform process improvements
• Support cross-department efforts to spot and prevent fraud, security breaches, and legal claims

Key requirements

• Experience in a customer-facing role with tough conversations
• Investigative, detail-oriented, and analytical mindset
• Passion for customer care and turning negative experiences into positive ones
• Strong risk assessment, prioritisation, and workload management
• Adaptable to a fast-paced environment
• Excellent verbal and written communication skills

• Strong communication
• Resilience and calm under pressure
• Ownership and accountability
• GDPR handling and compliance awareness
• Voice-of-the-customer data collection and analysis
• Risk assessment and problem-solving

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