Customer Experience, Resolution & Insight Executive

Job description

About the Role This isn’t your typical customer service role — it’s where empathy meets commercial insight. As our Customer Experience, Resolution & Insight Executive , you’ll own the end-to-end customer resolution process — managing escalations, driving service recovery, and uncovering insights that shape how Alpha Car Hire shows up for customers across digital, call centre, and branch operations. You’ll be empowered to make fast, impactful decisions that balance customer satisfaction with commercial performance — helping us turn challenges into lasting loyalty. What You’ll Do: - Lead Customer Resolution and Retention, owning and managing all escalated complaints and complex service matters end to end. - Take accountability for Service Recovery initiatives to strengthen customer trust and long-term loyalty. - Deliver structured insights and root cause analysis to identify systemic issues and prevent recurrence. - Support the establishment of a Resolution Centre, including the development and formalisation of quality assurance standards and governance frameworks. - Partner closely with Branch, Marketing, Fleet and Operations teams to ensure consistent, customer focused outcomes ali...