Senior Customer Experience & Appeals Compliance Lead

Arrive; Greater London; Hybrid; GBP 70,000 - 110,000; Full time

Job summary

Arrive is recruiting a Customer Experience Manager to unite our Customer Experience and Appeals functions, leading end-to-end workflows with a focus on compliant, defensible enforcement and operational excellence. You will guide team strategy, OKRs, KPIs, and QA frameworks while acting as the final escalation point for complex cases.

Based in London with hybrid work, you will champion BPA code compliance, POPLA, and ICO requirements, collaborating with Legal, DPO, Compliance, and Estate teams to

Qualifications

• 4+ years of operational experience in customer operations, appeals handling, regulatory compliance, or enforcement environments, with at least 2+ years leading managers or multidisciplinary teams.
• Solid understanding of regulatory frameworks and escalation processes (3rd line).
• Proven ability to manage OKRs, KPIs, and quality audit metrics in a fast-paced setting.
• Advanced proficiency with Zendesk and ticketing architectures, queue management, and SLA configuration.

Responsibilities

• Lead the operational structure spanning Appeals Specialists and Customer Experience Specialists and support function leads.
• Manage and optimise department OKRs and KPIs, driving performance efficiency.
• Conduct capacity planning, workload distribution, and team audits to balance throughput and decision quality.
• Enforce BPA Code of Practice, POPLA guidelines, ICO requirements, and data protection laws.
• Produce executive-level reporting on SLA compliance, risks, and audit outcomes.
• Serve as the 3rd line escalation point for highly complex disputes and regulatory concerns.

Skills

Operational Leadership

Regulatory Expertise

Escalation Expertise

Systems & SLA Mastery

Data & OKR Driven

Communication

Tools

Zendesk

CRM

Job description

Arrive is recruiting a Customer Experience Manager to unite our Customer Experience and Appeals functions, leading end-to-end workflows with a focus on compliant, defensible enforcement and operational excellence. You will guide team strategy, OKRs, KPIs, and QA frameworks while acting as the final escalation point for complex cases.

Based in London with hybrid work, you will champion BPA code compliance, POPLA, and ICO requirements, collaborating with Legal, DPO, Compliance, and Estate teams to