Overview
Hays is proud to partner with one of the world’s leading premium manufacturers of cars and motorcycles, renowned for innovation, sustainability, and amitment to shaping the future of mobility. Our client values every individual’s passion, uniqueness, and contribution to their continued success.About the Role:
We are seeking a dynamic to join our client on a long-term temporary assignment. In this pivotal role, you will act as the central point of contact forplex customerplaints across all business areas, including senior stakeholders.Your mission is to transform challenging customer experiences into opportunities for brand loyalty and advocacy. You will lead investigations into high-value and escalatedplaints, applying sound judgment and empathy to resolve issues effectively. As the final escalation authority for goodwill decisions, you’ll ensure resolutions align with brand standards and customer expectations.Key Responsibilities:· Serve as the primary escalation contact forplex and high-impactplaints.· Conduct thorough investigations and deliver timely, customer-centric resolutions.· Retain customer loyalty through proactive engagement and empathetic problem-solving.· Authorize goodwill gestures for high-value repairs and service issues.· Collaborate cross-functionally to identify root causes and drive continuous improvement.· Influence customer experience strategy through insights and data analysis.What You’ll Gain:· Work within a passionate, service-driven teammitted to excellence.· Develop advanced skills in conflict resolution, stakeholder management, and regulatorypliance.· Play a strategic role in shaping customer experience and operational improvements.· Gain exposure to a global brand’s approach to innovation and customer care.What You’ll Bring:· GCSE/A-Level equivalent education.· Exceptional interpersonal andmunication skills across all levels.· Strong organizational and time management capabilities.· Proactive mindset with the ability to work independently and make sound decisions.· Resilience and adaptability in high-pressure situations.Ourmitment to you:· Openness – Embrace change, act with integrity, and learn from experience.· Responsibility – Make consistent decisions and foster trust through teamwork.· Appreciation – Respect others, provide clear feedback, and celebrate success.· Transparency – Address concerns constructively and promote clarity.· Trust – Collaborate effectively to achieve shared goals.· Diversity – Champion diverse perspectives to drive innovation andpetitiveness.·petitive hourly rate with annual performance-related bonus.· Up to 35 days annual leave (inclusive of bank holidays).· Free on-site parking and access to a subsidised restaurant.· Hybrid working model: blend of remote and office-based work.Diversity, Equity & InclusionOur client ismitted to fostering a diverse and inclusive workplace.Their DEI strategy promotes:· Equal opportunities in recruitment and career development.· Protection against discrimination and a culture of respect.· A workforce enriched by diverse backgrounds, experiences, and perspectives.· Support across five dimensions of diversity: gender, age & experience, abilities, sexual orientation #4714321 - Declan Sassman