Level 3 Executive Escalations Advisor | Stellantis Calex UK Permanent/Full Time

About Us

Calex specialise in the design, development, and delivery of innovative learning programmes, predominantly within the automotive retail industry, including management, technical, aftersales and apprentice training. More recently we have begun working with forward-thinking companies within the logistics, food & beverage, and pensions sectors to enhance their training proposition via the implementation of Virtual Learning Environments, Live Broadcasting and Social Learning Platforms.

Our Corporate Vision is to ‘Deliver inspirational, technology rich, fully integrated and personalised learning programmes that deliver beyond expectation’ and we work in close partnership with our clients to identify and implement innovative and effective learning solutions.

To learn more about Calex, please visit our website at www.calexuk.com

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

Our Calex Core Values

• Caring & Supportive
• Open & Honest
• Welcoming & Inclusive
• Collaborative & Inspiring
• Enjoyable & Rewarding
• Flexible & Adaptable
• Accountable & Reliable
• Healthy & Sustainable

To apply, please provide a full and up to date copy of your CV together with a covering letter detailing the skills that make you suitable for this role.

Salary & Benefits

£30,000 dependant on experience. 25 Days Annual Leave, Calex Employee Benefits Packages (Inc Private GP and Healthcare Services, High Street Discounts, Discounted Gym Memberships and 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

There may be an 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 that we undertake 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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