💼 About This Role

You'll resolve complex customer escalations and manage formal complaints and NPS responses. You'll work with stakeholders to find customer-focused solutions while keeping the customer experience positive.

🎯 What You'll Do

• Resolve complex escalations with stakeholder collaboration.
• Handle formal complaints and NPS responses.
• Respond to Trustpilot, Google Reviews, and app store reviews.
• Manage GDPR requests and monitor compliance.

📋 Requirements

• Customer-facing experience including tough conversations.
• Strong investigative and analytical skills.
• Excellent verbal and written communication skills.
• Ability to assess risk and prioritize workload.

✨ Nice to Have

• Experience owning complex issues and finding creative solutions.
• Resilience and ability to stay calm under pressure.
• Passion for continuous improvement.

🎁 Benefits & Perks

• 🌊 Sea-fronted office with social events and free snacks.
• 📈 Stock options.
• 🏡 Work from home 1 day per week.
• 🏥 BUPA health insurance with fitness discounts.
• 👶 Generous parental leave (6 months maternity, 4 weeks paternity).

📨 Hiring Process

Estimated timeline: 1-2 weeks

1. 1Qualifying Screen· 30 min
2. 2Onsite Interview· 60 min