Dealer Resolutions Specialist
Core
Resolve high-risk dealer complaints and escalations, manage reputation risk, and coordinate incident responses for a UK online car-selling platform.
Role type
Senior Customer Experience Specialist (Dealer Resolutions)
Builds
Resolution outcomes for dealer complaints and service incidents
Domain
Automotive marketplace / Customer support
Deliverable
client delivery
Required skills
High-stakes escalation management, reputation risk mitigation, incident response coordination, goodwill administration, root-cause analysis, compliance adherence
Preferred skills
Motor industry knowledge, preventive problem-solving
Responsibilities
Own complex dealer escalations from intake to resolution, assess and neutralize brand/legal risks in complaints, lead immediate responses to critical service incidents, award financial compensation or fee waivers, analyze complaint data to drive process improvements, ensure case documentation meets regulatory guidelines and SLAs