Customer Escalations Specialist

Motorway; Brighton; Hybrid; GBP 30,000 - 42,000; Full time

Benefits offered by this job

Health insurance

Pension scheme

Stock options

Cycle to work

Job summary

Motorway is seeking a Customer Escalations Specialist to join our frontline team. You will resolve complex customer issues, deliver exceptional support, and drive improvements across processes while maintaining compliance and privacy standards.

You will engage with stakeholders, manage high-stakes escalations, and respond to reviews to protect customer satisfaction. A fast-paced environment and strong communication skills are essential for success.

Qualifications

• Experience in a customer-facing role, including handling tough conversations.
• Investigative, detail-oriented and analytical approach to problems.
• Passionate about customer care and turning bad experiences into good ones.
• Strong at risk assessment, prioritisation and workload management.

Responsibilities

• Deal with complex escalations and work with stakeholders to find customer-focused solutions.
• Handle formal complaints and NPS responses.
• Respond to reviews on platforms like Trustpilot, Google Reviews and app stores.
• Resolve business-critical issues, including those escalated to the C-suite.
• Use compensation to help with service recovery.
• Manage GDPR requests and maintain compliance across teams.
• Collect and share voice of the customer data to improve operations.
• Help departments spot and prevent fraud, security breaches and legal claims.

Skills

Customer-facing

Investigative

Analytical

Risk assessment

Verbal communication

Written communication

Job description

About Motorway

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. Motorway is backed by some of the world’s leading technology investors, having raised £143 million in Series C funding.

This is a unique opportunity to join a fast-growing scale-up at a crucial phase of growth and help change an industry for the better.

About the team

Hey, I'm James Tiltman, and I lead the Customer Escalations team here at Motorway. We're the team that tackles the trickiest customer journeys, keeps sales on track, and makes sure customers still love Motorway. We're key to spotting areas where we can improve, and we work closely with other teams to make the customer experience even better. If you're passionate about solving problems and making a real difference for our customers, you'll fit right in.

About the role

We're looking for a brilliant Customer Escalations Specialist to join our growing team. You'll be right there on the front line, resolving complex customer issues, giving amazing support, and helping us improve what we do. Here’s what you’ll be doing:

• Dealing with complex escalations and working with stakeholders to find customer-focused solutions.
• Handling formal complaints and NPS responses.
• 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.
• Collecting and sharing voice of the customer data to help improve operations and processes across Motorway.
• Helping different departments spot and prevent fraud, security breaches, and legal claims.

About you

• 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.

You could be a great fit if

• 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.

What you'll get

• Great work-life balance with standard shifts from 8:45am to 5:30pm
• Sea fronted office location with regular social events, office drinks, weekly massages and free snacks to keep you going
• Flexibility to work from home 1 day per week
• Stock options so you can share in Motorway’s growth and future success
• Pension scheme to plan for your future with our provider NEST
• Strong commitment to your 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, 4 weeks paternity leave
• ... and much more!

Our interview process

• Qualifying Screen - 30 minutes
• Onsite Interview - 60 minutes

We'll get back to you within a week of each interview stage. You can chat with a talent partner throughout the process if you have any questions or need anything at all.

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