English

Customer Care (Escalations)

Location: Woburn (Hybrid / Remote considered)

Role Purpose: The Customer Care (Escalations) role acts as the central point for handling escalated customer complaints, improving customer service delivery across the Green Motion / U-Save network, and ensuring service excellence through training, performance monitoring, and strong cross-functional collaboration. This role combines frontline escalation handling with operational oversight, coaching, and continuous improvement.

Core Responsibilities

Escalations & Case Management

•    Act as the main point of contact for escalated or complex customer cases, ensuring fair, empathetic and timely resolutions.
•    Review and investigate all escalated complaints in line with company Terms & Conditions and SLAs.
•    Handle all second-line escalation tickets, ensuring full case closure and customer satisfaction.
•    Serve as the primary escalation liaison for third-party brokers.

Team and Network Support

•    Support, coach, and mentor customer service staff within the franchise network to enhance skills, consistency, and service delivery.
•    Run or support training sessions for new and existing locations, including onboarding to customer service systems and escalation processes.
•    Lead or support the day-to-day operations of the Customer Support team, ensuring productivity and quality targets are achieved.

Continuous Improvement & Collaboration

•    Identify service trends, customer pain points, operational failures, and improvement opportunities.
•    Collaborate with Operations, Reservations, Compliance, and Franchise Management to drive corrective actions and service enhancements.
•    Support the implementation of new tools, processes, and changes that improve the customer experience.
•    Support the continual development and maintenance of the systems used by the Customer Support team.

Skills and Attributes

•    Proven experience in customer service, escalations, or service recovery roles.
•    Exceptional written and verbal communication skills, with strong empathy and diplomacy.
•    Skilled in conflict management, negotiation, and handling highly charged or emotional situations.
•    Analytical, detail-oriented, and confident decision-maker.
•    Ability to remain calm under pressure and meet strict deadlines.
•    Strong coaching, mentoring, and influencing skills across all levels.
•    Proactive, self-motivated, and capable of working autonomously.

Experience, Knowledge & Qualifications

•    Educated to A-Level or equivalent.
•    Experience improving customer satisfaction, service quality, or loyalty.
•    Background in car rental, travel, hospitality, or franchise networks highly desirable.
•    Additional languages preferred.

If you are interested in this role, please apply through the link below

Apply Now