Trust & Safety Executive

Cazoo; Kingston upon Thames; Hybrid; GBP 32,000 - 52,000; Full time

Benefits offered by this job

Annual bonus

Pension matched 9%

Referral bonus £2000

Private healthcare

Life assurance

Job summary

Cazoo is seeking a Trust & Safety professional to manage daily case workload across Consumer Support, Review Management, Dealer Investigations, Content Moderation and Law Enforcement Liaison. You will act under time pressure to investigate real fraud and complaints, ensuring cases meet SLA and quality standards. Reports To: Trust & Safety Manager.

Location: Richmond UK, Hybrid. This role offers impactful work in a fast‑growing environment with opportunities to influence risk management across

Qualifications

• Clear written and verbal communication skills across complex cases.
• Genuine ownership: own a case from start to finish.
• Ability to stay composed under pressure with rapid deadlines.
• Strong prioritisation and time management on a shifting caseload.
• Comfort working across departments and with external agencies.
• High accuracy while juggling multiple open cases.
• Resilience in a fast‑paced, high‑volume environment.

Responsibilities

• Manage daily case workload in Salesforce within SLAs.
• Respond to consumer support queries and reviews, escalating when needed.
• Investigate fraudulent activity on dealer accounts and summarise findings for management.
• Liaise with law enforcement on fraud and criminal matters involving dealers or consumers.
• Use content moderation tools to detect fraudulent activity or offensive content.
• Keep detailed records of interactions, investigations and dealer monitoring.
• Surface data on trends across support, fraud detection and dealer performance.
• Collaborate on process improvements to sharpen the function.

Skills

Written comms

Verbal comms

Ownership

Staying calm under pressure

Time management

Cross‑functional collaboration

Attention to detail

Resilience

Job description

Cazoo, is the ultimate destination for car enthusiasts and buyers alike! As a leader in the market, we pride ourselves on providing unparalleled search tools, expert car guides, insightful reviews, and a comprehensive vehicle price guide. Our mission is simple: to empower buyers to find their perfect car efficiently and with confidence, while also helping automotive retailers reach millions of eager buyers.

At Cazoo, you'll be part of a team that's revolutionising the way people buy and sell cars. If you're ready to drive your career forward in a dynamic, fast-paced environment, Cazoo is the place for you. Join us and be a part of shaping the future of automotive retail!

The Role

Buying and selling cars online only works if people can trust it. That trust is exactly what this role protects.

You’ll manage the daily case workload across our Trust & Safety function — Consumer Support, Review Management, Dealer Investigations, Content Moderation and Law Enforcement Liaison — making sure every case is actioned within SLA and meets our quality standard.

This isn’t a role for someone who wants a quiet queue to work through. You’ll be making judgement calls on real fraud, real complaints and real risk, often with incomplete information and always under time pressure.

Reports To: Trust & Safety Manager

Contract Type: Fixed Term Contract (12 months)

Location: Richmond UK, Hybrid

What you’ll do

• Manage daily case workload in Salesforce, within agreed SLAs
• Respond to consumer support queries and reviews, escalating where needed
• Investigate fraudulent activity on dealer accounts and summarise findings for management
• Act as the liaison between Cazoo and law enforcement on fraud and criminal matters involving dealers or consumers
• Use our content moderation platform to catch fraudulent activity or offensive content across Cazoo platforms
• Keep detailed, accurate records of consumer interactions, fraud investigations, content violations and dealer monitoring
• Help surface data on key trends and insights across consumer support, fraud detection and dealer performance
• Work with stakeholders across the business on projects and process improvements that make the function sharper and faster
• Pick up ad-hoc tasks as needed to support the wider team

What you’ll bring

• Sharp written and verbal communication, you can explain a complex case clearly and calmly, to colleagues and to law enforcement alike
• Genuine ownership: you take a case and see it through, rather than waiting to be told the next step
• A level head under pressure, fraud and abuse cases don't arrive on a schedule, and neither does the right response
• Strong prioritisation and time management across a live, shifting caseload
• Comfort working across departments and with external agencies
• High accuracy while juggling multiple open cases at once
• Resilience for a fast-paced, fast-growing environment where the volume and shape of the work changes week to week

Perks & Benefits

Financials

• We offer an annual bonus scheme or commission plans for our Commercial team.
• We more than match your commitment to your pension, so when you contribute 6% , we put in 9%, taking your total up to 15% of your base salary.
• Quarterly value-led awards with generous cash prizes.
• Referral Bonus: Recommend a colleague, get £2,000.

Work-Life

• 25 days (plus bank holidays)
• Hybrid role, two days a week based in our Richmond office
• Family Enhanced leave after 6 months of service:
• Maternity/Pregnant Parent Leave: 20 weeks at 100% pay,.
• Paternity/Non-birth Parent Leave: 12 weeks at 100% pay.
• Volunteer Days: We offer 2 volunteer days a year so you can help out wherever matters to you.

Health & Peace of Mind

• AXA Private Healthcare: High-level coverage for you, partners, and dependents—including pre-existing conditions.
• Bupa Dental: Level 2 coverage for cashback on preventative, restorative and emergency care.
• Private GP: 24/7 digital access via Help@Hand.
• Income Protection: 13 weeks of sick pay, before going onto Long term Illness cover with Canada Life
• Life Assurance: 4x basic salary covered by Unum.
• Specialist Support: Free counseling and menopause/fertility support via Peppy.

Your Growth

• Learning budget and continuous development opportunities. Every manager has a dedicated budget for your specific role development.

The Extras

• Company issued laptop.
• Perks@Work: Discounts at over 30,000 retailers and entertainment venues.
• Annual conference with top tier industry guest speakers. Past guests include names like Matthew Syed and Damian Hughes.
• Whether it’s our Summer bash or the annual festive party, we make sure we take the time to bring everyone together and celebrate in style.
• Free food & drinks in the office.
• We’re proud partners of Brentford FC, and we share the rewards with you. From tickets to matches to the bucket-list opportunity to actually play on the pitch yourself, we bring you closer to the action.

Diversity & Inclusion at Cazoo

The best ideas come from people with different backgrounds, experiences and ways of thinking. At Cazoo we are a place where people feel comfortable speaking up, contributing and growing. Bring your perspective. Bring your experience. Be yourself.