Experienced Customer Escalations Specialist – Driving Customer Satisfaction and Operational Excellence at arenaflex

At arenaflex, we're revolutionizing the used car market with our cutting-edge technology and commitment to exceptional customer experiences. As a leading player in the industry, we're seeking a highly skilled and dedicated Customer Escalations Specialist to join our growing team. This is an exciting opportunity to make a real impact, drive customer satisfaction, and contribute to the continued success of arenaflex.

About arenaflex

arenaflex is the UK's fastest-growing used car marketplace, connecting private car sellers with over 7,500 verified dealers nationwide. Our award-winning, online-only platform makes the process refreshingly easy, earning us an 'Excellent' Trustpilot rating with over 70,000 reviews. 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.

About the team

Our Customer Escalations team is the heartbeat of arenaflex, tackling the trickiest customer journeys, keeping sales on track, and ensuring customers still love our platform. We're a dynamic and passionate group of professionals who are dedicated to making a real difference for our customers. If you're passionate about solving problems and delivering exceptional customer experiences, you'll fit right in.

About the role

As a Customer Escalations Specialist at arenaflex, you'll be right at the forefront of resolving complex customer issues, providing amazing support, and helping us improve what we do. Your key responsibilities will include:

• 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
• A 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 engaging and informative, with the following stages:

• Qualifying Screen - 30 minutes
• Onsite Interview - 60 minutes

We'll get back to you within a week of each interview stage, and you can chat with a talent partner throughout the process if you have any questions or need anything at all.

Why join arenaflex?

* Be part of a dynamic and growing team that's revolutionizing the used car market

• Contribute to the development of our cutting-edge technology and exceptional customer experiences
• Enjoy a fast-paced and challenging environment that's full of opportunities for growth and learning
• Benefit from a competitive salary and benefits package, including a generous bonus scheme
• Enjoy a range of perks and benefits, including flexible working hours, a generous holiday allowance, and access to a range of training and development programs

How to apply

If you're passionate about delivering exceptional customer experiences and making a real impact, we'd love to hear from you. Please submit your application, including your CV and a cover letter, to [insert contact details]. We can't wait to hear from you! Apply for this job