At a Glance
- Tasks: Manage daily case workload and ensure trust in online car buying.
- Company: Join Cazoo, a leader in revolutionising automotive retail.
- Benefits: Enjoy competitive pay, hybrid work, and generous leave policies.
- Other info: Dynamic environment with opportunities for growth and development.
- Why this job: Make a real impact by protecting consumers and enhancing trust.
- Qualifications: Strong communication skills and ability to handle pressure.
The predicted salary is between 28350 - 34650 £ per year.
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
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
Here’s how we back you
- 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
We hired you for your talent, and we’re committed to helping you expand it.
- 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.
#J-18808-Ljbffr
Trust & Safety Executive in Richmond employer: MOTORS (Motors.co.uk Limited) — trading as Cazoo
Cazoo is an exceptional employer that fosters a dynamic and supportive work culture in Richmond, where creativity meets strategic thinking. Employees benefit from a hybrid work model, ample opportunities for professional growth, and the chance to lead innovative social media initiatives that truly engage communities across various platforms. Join us to be part of a forward-thinking team that values your contributions and encourages your development.
Contact Details:
MOTORS (Motors.co.uk Limited) — trading as Cazoo Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Trust & Safety Executive in Richmond
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at MOTORS (Motors.co.uk Limited) — trading as Cazoo. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like MOTORS (Motors.co.uk Limited) — trading as Cazoo before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Trust & Safety Executive in Richmond
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to MOTORS (Motors.co.uk Limited) — trading as Cazoo:Your cover letter is your chance to shine! Tell us why you want to work at MOTORS (Motors.co.uk Limited) — trading as Cazoo specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at MOTORS (Motors.co.uk Limited) — trading as Cazoo!
How to prepare for a job interview at MOTORS (Motors.co.uk Limited) — trading as Cazoo
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
