MSX International is looking for an automotive professional with experience of retailer service processes to recruit for a Global Escalations & Controls Lead role on a 3 month contract to support the roll out of the Goodwill programme across various international markets of our partner, a leader in the luxury automotive industry.
Job Description
The Global Escalations & Controls Lead will be part of the Global Customer Service team and will lead a project which supports the implementation and ongoing development of the Goodwill Programme. It will require a customer-centric mindset and a deep understanding of retailer service processes and escalation management. Requirement to drive the operational changes necessary to establish and embed a new global service capability, ensuring escalated cases are reviewed and resolved in alignment with the Goodwill programme
Working cross-functionally with regional teams and internal stakeholders, you will:
- Oversee the end-to-end management of escalated cases
- Collaborate closely with regional teams and internal stakeholders to ensure timely and effective resolution of escalated cases.
- Provide actionable insights and reporting on escalation trends, root causes, and volumes.
- Provide insights with regional teams to coach and support the retailer network on valid escalations.
- Analyse various data sources required for the successful roll out of the programme
- Design a metrics suite to measure the successful integration of programmes at retailer level, and associated escalated cases to include adherence to any process changes and overall improvement of retailer efficiency and customer satisfaction
This is a high-impact role that blends operational leadership with strategic influence, helping shape a consistent and effective global escalation process.
What’s in it for you?
When you join our team, you become part of the MSX International family. It’s more than a job – it’s the opportunity to build a career, make a difference, and be part of an exciting industry.
At MSX, our employees are the force behind our success. We are dedicated to empowering and encouraging our people and offer flexible working methods to suit all. We are a Disability Confident Committed organisation who takes pride in our diverse workforce.
In joining MSX, you can enjoy:
- Up to £50,000 per year
- Company car or cash alternative
- Mobile and Laptop
- Travel expenses
- 25 days annual leave entitlement (plus bank holidays)
- Company contributory pension plan
- Cashback healthcare scheme
- Life Assurance
- Car Salary Exchange Scheme
- Exclusive discounts on everyday purchases
- Exclusive discounts on car purchases
Working pattern and location
- 40 Hours per week
- Fixed-term contract ending in January
- Monday-Friday
- Location: Remote
- Travel: there will be occasional overnight stays for short periods of time and visits to the office when required by the business
Qualifications
This is an excellent opportunity for an individual who has a strong Aftersales background, with experience in leading and implementing change.
Our ideal candidate will have:
- Deep knowledge of automotive retailer service processes
- Experience of leading and implementing change
- Experience in data analysis
- Strong communication skills both written and spoken
- Excellent stakeholder management skills with abilities to influence at all levels
- A collaborative approach to achievement
- An ability to understand the vision and how to deliver it
- Experience of delivering far reaching projects, with a variety of stakeholders is desirable but not essential
Additional Information
MSX is an equal opportunities employer and encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, neurodiversity or other personal characteristics and backgrounds, age, sexual orientation, gender reassignment, religion or belief, or marital and parental status. As users of the Disability Confident scheme, we interview all disabled applicants who meet the minimum criteria for the vacancy.
