Global Escalations & Controls Lead

MSX International; Colchester; Remote; GBP 50,000 - 58,000; Full time

Job summary

MSX International is looking for a Global Escalations & Controls Lead, a role that combines operational leadership with strategic influence. The ideal candidate will have extensive experience in aftersales processes and change management, driving improvements in customer service across global markets.

Benefits

Company car or cash alternative

Healthcare scheme

25 days annual leave plus bank holidays

Company pension plan

Life Assurance

Mobile and Laptop

Travel expenses

Qualifications

• Strong Aftersales background and experience in leading and implementing change.
• Deep knowledge of automotive retailer service processes.
• Experience with large projects is desirable but not essential.

Responsibilities

• Oversee the management of escalated cases from start to finish.
• Collaborate with regional teams to ensure effective resolution of escalated cases.
• Provide insights and reports on escalation trends and root causes.

Skills

Data analysis

Communication

Stakeholder management

Collaboration

Job description

Company Description

MSX International Group is the leading global provider of outsourced business solutions for the automotive industry, operating in more than 80 countries. MSXI’s industry expertise, combined with advanced data analytics and custom software solutions, enhances the performance of automotive dealership networks by increasing revenue, reducing costs, and improving customer satisfaction.

Job Description

40 Hours per week
Remote, with occasional travel

Are you an automotive aftersales professional with experience in leading and implementing change?

MSX International is seeking a qualified automotive professional experienced in retailer service processes for the role of Global Escalations & Controls Lead. This is a 3-month contract supporting the rollout of the Goodwill programme across various international markets for our partner, a leader in the luxury automotive industry.

The Role

The Global Escalations & Controls Lead will be part of the Global Customer Service team, leading a project to implement and develop the Goodwill Programme. The role requires a customer-centric mindset and a deep understanding of retailer service processes and escalation management. You will drive operational changes to establish and embed a new global service capability, ensuring escalated cases are reviewed and resolved in line with the programme.

Working cross-functionally with regional teams and internal stakeholders, you will:

• Oversee the management of escalated cases from start to finish
• Collaborate with regional teams and stakeholders to ensure effective resolution of escalated cases
• Provide insights and reports on escalation trends, root causes, and volumes
• Support and coach the retailer network on escalation processes
• Analyze data sources for the programme rollout
• Design metrics to measure programme success at retailer level, including adherence to process changes and improvements in retailer efficiency and customer satisfaction

This role combines operational leadership with strategic influence, helping to shape a consistent global escalation process.

Qualifications

This is an excellent opportunity for someone with a strong Aftersales background and experience in leading and implementing change.

Our Ideal Candidate Will Have

• Deep knowledge of automotive retailer service processes
• Experience in leading and implementing change
• Data analysis skills
• Strong written and spoken communication skills
• Excellent stakeholder management and influencing abilities
• A collaborative approach to achieving goals
• An understanding of how to deliver the company’s vision
• Experience with large projects involving multiple stakeholders is desirable but not essential

Additional Information

What’s in it for you?
Joining MSX International means being part of a family dedicated to career development, making a difference, and thriving in the automotive industry.

Our employees are our strength. We promote diversity and offer flexible working arrangements. We are a Disability Confident committed organization, proud of our diverse workforce.

Benefits include:

• Up to £50,000 per year
• Company car or cash alternative
• Mobile and Laptop
• Travel expenses
• 25 days annual leave plus bank holidays
• Company pension plan
• Healthcare scheme
• Life Assurance
• Car Salary Exchange Scheme

Working pattern and location

• 40 Hours per week
• 3-month fixed-term contract
• Monday-Friday
• Remote work with occasional travel including overnight stays and visits to the office

MSX operates in over 80 countries with over 5,000 employees, providing expertise in:

• Consumer Engagement
• Parts, Accessories & Service Performance
• Actionable Insights
• Repair Optimization & Compliance
• Learning Solutions
• Distribution & Sales Performance

We partner with nearly all car manufacturers, demonstrating our industry leadership.

The MSX Purpose
To empower Movers and Makers to thrive in our ever-changing world.

The MSX Mission
To leverage our mobility expertise, global creativity, and technology to craft sustainable, innovative solutions.

The MSX Vision
To be the first choice for clients, recognized for operational excellence and innovation in mobility.

MSX is an equal opportunities employer, encouraging applications from all qualified candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion, marital status, or pregnancy/maternity. We guarantee to interview all disabled applicants who meet the minimum criteria.