Global Escalations & Controls Lead

MSX International; Colchester; Remote; GBP 40,000 - 50,000; Full time

Job summary

MSX International seeks a Global Escalations & Controls Lead to enhance their Goodwill Programme across international markets. This role demands a strong background in automotive aftersales, excellent communication, and data analysis skills to drive operational changes and improve customer satisfaction.

Benefits

Company car or cash alternative

Mobile and Laptop

Travel expenses

25 days annual leave entitlement

Company contributory pension plan

Cashback healthcare scheme

Life Assurance

Car Salary Exchange Scheme

Qualifications

• Strong Aftersales background with experience in leading change.
• Deep knowledge of automotive retailer service processes.
• Experience in delivering projects with various stakeholders.

Responsibilities

• Oversee end-to-end management of escalated cases.
• Collaborate with regional teams for resolution of escalated cases.
• Provide insights on escalation trends and root causes.

Skills

Data analysis

Stakeholder management

Communication skills

Change management

Job description

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Company Description

MSX International Groupis the leading global provider of outsourced business solutions for the automotive industry making business in more than 80 countries. MSXI’s deep industry expertise combined with advanced data analytics and custom software solutions improve the performance of automotive dealership networks by increasing revenue, reducing cost, and enhancing 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 has the job for you!

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.

The Role

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.

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

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
  
  

Working pattern and location

• 40 Hours per week
• 3 month fixed term contract
• 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
  
  

With Over 5,000 Employees Based In More Than 80 Countries Across The Globe, Our Teams Provide Industry Leading Expertise That Spans

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

Our proven track record means that we now partner with almost every car manufacturer on the market.

The MSX Purpose

To empower Movers and Makers to thrive in our ever-changing world

The MSX Mission

To harness our expertise in mobility, the creativity of our global teams, and the power of technology, to craft tailored, sustainable and innovative solutions.

The MSX Vision

To be the clients’ first choice, recognized for our operational excellence and commitment to driving change and innovation in the mobility industry.

MSX is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy or maternity. As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the vacancy.

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Project Management

• Industries

  Automotive

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