Executive Escalations Lead — FCA Regulated Auto

Calex Uk; Coventry; On-site; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Private GP and Healthcare Services

High Street Discounts

Discounted Gym Memberships

24 Hour Wellbeing Service (Counselling

Life Assurance

Pension

Private Healthcare (optional)

Job summary

Calex UK is seeking an experienced Level 3 Executive Escalations Advisor to join the Stellantis Customer Escalations function in Coventry. You will own CEO/MD escalations, deliver high-quality responses, and ensure regulatory compliance within FCA rules and Consumer Duty frameworks.

You will bring proven automotive sector experience and strong stakeholder engagement to influence improvements while balancing regulatory and commercial outcomes.

Qualifications

• Proven experience in an FCA-regulated environment.
• Experience managing CEO/MD/executive-level escalations.
• Strong automotive industry background (OEM/finance/dealership).
• In-depth knowledge of FCA DISP rules and Consumer Duty principles.
• Experience handling high-risk, reputationally sensitive cases independently.

Responsibilities

• Take full ownership of CEO, Managing Director, and executive-level complaints from receipt to resolution.
• Act as the primary contact for high-profile and complex customer cases.
• Deliver clear, high-quality written responses suitable for executive review.
• Ensure case handling aligns with FCA regulations, Consumer Duty, DISP rules, and governance frameworks.
• Maintain accurate case records for audit, regulatory, and reporting purposes.

Skills

FCA regulated environment

Executive escalation management

Automotive industry experience

FCA DISP rules knowledge

Regulatory compliance

Stakeholder management

Executive-level communication

Job description

Calex UK is seeking an experienced Level 3 Executive Escalations Advisor to join the Stellantis Customer Escalations function in Coventry. You will own CEO/MD escalations, deliver high-quality responses, and ensure regulatory compliance within FCA rules and Consumer Duty frameworks.

You will bring proven automotive sector experience and strong stakeholder engagement to influence improvements while balancing regulatory and commercial outcomes.