We are seeking an experienced Level 3 Executive Escalations Advisor to join the Stellantis Customer Escalations function.
This role is responsible for managing the most complex, high-risk, and reputationally sensitive customer cases, including those escalated via CEO, Managing Director, and other executive channels. Operating within a Financial Conduct Authority (FCA) regulated environment, the role requires strong regulatory complaint handling expertise, sound judgement, and the ability to deliver fair, compliant, and commercially balanced outcomes.
The successful candidate will bring proven experience in the automotive sector and demonstrable exposure to executive-level escalation management.
Key Responsibilities
Executive Escalation Management
- Take full ownership of CEO, Managing Director, and executive-level complaints from receipt through to resolution
- Act as the primary point of contact for high-profile and complex customer cases
- Deliver clear, high-quality written responses suitable for executive review
Regulatory & Compliance
- Ensure all case handling aligns with FCA regulations, Consumer Duty, DISP rules, and internal governance frameworks
- Maintain accurate case records for audit, regulatory, and reporting purposes
- Ensure appropriate application of goodwill, compensation, and discretionary budgets
Investigation & Resolution
- Conduct detailed investigations and root cause analysis to identify process or systemic failures
- Balance regulatory obligations, customer expectations, and commercial outcomes
- Identify trends and recurring issues, escalating risks where appropriate
Stakeholder Engagement
- Engage and influence senior stakeholders including Legal, Compliance, Finance, and Customer Care leadership
- Provide insight to support continuous improvement initiatives and risk mitigation
About You
- Proven experience working within an FCA-regulated environment essential
- Demonstrable experience managing CEO / Managing Director / executive-level escalations essential
- Strong automotive industry background (OEM, finance, dealership network, or customer care function) essential
- In-depth knowledge of FCA DISP rules and Consumer Duty principles essential
- Experience handling high-risk, reputationally sensitive cases independently
- Strong stakeholder management experience with senior leadership exposure
- Experience within automotive finance products or regulated customer journeys desirable
- Experience engaging with regulatory bodies such as the Financial Ombudsman Service or Motor Ombudsman desirable
- Exceptional written communication skills for executive-level correspondence
- Strong analytical and investigative capability with excellent attention to detail
- Ability to make balanced, defensible decisions in complex situations
- High resilience and ability to perform under pressure
- Strong organisational skills with the ability to manage multiple complex cases
- Professional judgement, discretion, and integrity in handling sensitive matters
Salary & Benefits
£30,000 dependent on experience. 25 Days Annual Leave, Calex Employee Benefits Packages (including Private GP and Healthcare Services, High Street Discounts, Discounted Gym Memberships, on Demand 24 Hour Wellbeing Service (Counselling and Advice), Life Assurance, Pension, optional private Healthcare cover).
Contract
Permanent / Full Time
Working Hours
Monday to Friday / 40 hours per week
Place of Work
Stellantis, Pinley House, 2 Sunbeam Way, Coventry CV3 1ND
Occasional requirement to work from other locations across the UK, including at shows, at dealerships, and other Stellantis and Calex facilities.
Pre-employment Checks
Calex will undertake the relevant/standard employment checks with any successful candidate. This includes contacting all nominated referees, as well as checking candidate ID, driving licence (if appropriate) and right to work in the UK. Some roles may also be subject to further pre-employment checks (confirmation will be provided through the recruitment process). The nature of this role may necessitate a DBS check.
Employment
The successful candidate will be employed by Calex UK. www.calexuk.com
Visa Sponsorship
Although Calex UK is on the register of Worker and Temporary Worker licensed sponsors, there is not an opportunity of sponsorship for this specific role.
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