Customer Escalations Specialist

Motorway is the UK's largest online car-selling platform. We connect private sellers directly with over 8,000 dealers nationwide. Our online platform helps sellers achieve great prices for their cars while giving dealers fast, reliable access to the stock they want for their dealerships. Founded in 2017, our award-winning, technology-led approach has redefined the experience of selling a car. The team leads the Customer Escalations team, which tackles the trickiest customer journeys, keeps sales on track, and makes sure customers still love Motorway.

Responsibilities

Dealing with complex escalations and working with stakeholders to find customer-focused solutions; Handling internal escalations, formal complaints, and customer welfare concerns; Responding to reviews on platforms like Trustpilot, Google Reviews, and the app store; Resolving business-critical issues, including those escalated to the C-suite; Using compensation to help with service recovery; Managing GDPR requests and keeping an eye on compliance across operational teams; Supporting the generation of Voice of the Customer insights, which help improve operations and processes across Motorway; Helping different departments spot and prevent fraud, security breaches, and legal claims

Requirements

You've got experience in a customer-facing role, including handling tough conversations; You're investigative, detail-oriented, and analytical; You're passionate about customer care and turning bad experiences into good ones; You're great at risk assessment, prioritisation, and managing your workload; You're adaptable and happy to contribute to a fast-paced environment; You're a whiz at verbal and written communication

Nice to have

You love taking ownership of complex issues and finding creative solutions; You're resilient and can stay calm under pressure; You're a strong communicator and can build rapport with customers and stakeholders; You're passionate about continuous improvement and making a positive impact

Benefits

Standard shifts from 8:45am to 5:30pm; Sea fronted office location with regular social events, office drinks, weekly massages and free snacks; Flexibility to work from home 1 day per week; Stock options; Pension scheme with NEST; Strong commitment to personal development; Opt-in comprehensive health insurance through BUPA including fitness discounts; Cycle to work scheme; Generous parental benefits including 6 months full paid maternity leave and 4 weeks paternity leave