Customer Escalations Specialist

Motorway; Brighton; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A rapidly growing online car marketplace is looking for a Customer Escalations Specialist to resolve complex customer issues and enhance the customer experience. This role will involve handling escalations, formal complaints, and ensuring compliance with regulations. Candidates should have strong analytical skills, be detail-oriented, and demonstrate excellent verbal and written communication skills. The position offers a flexible work environment, a commitment to personal development, and a variety of employee benefits including health insurance and stock options.

Benefits

Great work-life balance

Free office snacks

Flexibility to work from home

Stock options

Pension scheme

Comprehensive health insurance

Cycle to work scheme

Generous parental benefits

Qualifications

• Experience in a customer-facing role, handling tough conversations.
• Detail-oriented with strong investigative skills.
• Ability to manage workload in a fast-paced environment.

Responsibilities

• Resolve complex customer escalations efficiently.
• Handle formal complaints and manage customer responses.
• Ensure compliance with GDPR requests across operations.

Skills

Customer care

Analytical skills

Verbal communication

Written communication

Problem-solving

Job description

About Motorway

Motorway is the UK’s fastest-growing used car marketplace – our award winning, online-only platform connects private car sellers with over 7,500 verified dealers nationwide, who compete to offer the best price. Founded in 2017, our technology makes the process refreshingly easy, earning us an 'Excellent' Trustpilot rating with over 70,000 reviews. We're not just building a platform; we're changing how people sell cars.

Backed by leading investors like Index Ventures and ICONIQ Growth, and following a successful $190 million funding round, we're on a mission to transform the used car market.

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.