High-Stakes Dealer Resolutions Lead

Motorway; Brighton; On-site; GBP 35,000 - 55,000; Full time

Benefits offered by this job

Competitive salary

Equity scheme

25 days holiday

Sea-front office with massages and sn

Private medical insurance

Life assurance

Pension scheme (5% company)

Enhanced family leave

24/7 Employee Assistance Programme

EV leasing scheme

Cycle to work scheme

Nursery salary sacrifice

1 paid volunteering day

Job summary

Motorway is seeking a Dealer Resolutions Specialist to manage high-stakes dealer escalations from intake through final resolution. You will work across departments to resolve complex issues, protect the brand, and support dealers with empathy and clear communication.

The role requires strong written communication, risk awareness, and a proactive, preventive approach to issues before they escalate. A market-aware mindset in a fast-paced automotive marketplace is preferred.

Qualifications

• Interest or experience in working in a Marketplace environment.
• Ability to manage multiple tasks in a fast-paced setting.
• Comfort liaising with stakeholders up to C-Suite level.
• Collaborative approach to solving problems across teams.
• Dedication to excellent customer service with empathy.

Responsibilities

• Own and resolve complex, high-emotion dealer escalations from intake to final resolution.
• Identify, assess and manage potential brand and regulatory risks in complaints.
• Lead the immediate response to critical service incidents with cross-functional coordination.
• Award GoGs, compensation, or fee waivers balancing customer needs with policy.
• Conduct root-cause analysis of complaints to drive operational improvements.
• Ensure final responses and case documentation meet regulatory guidelines and SLAs.

Skills

Marketplace experience

Multi-tasking

Stakeholder liaison

Collaboration

Customer service

Communication & writing

Risk awareness

Proactive problem-solving

Job description

Motorway is seeking a Dealer Resolutions Specialist to manage high-stakes dealer escalations from intake through final resolution. You will work across departments to resolve complex issues, protect the brand, and support dealers with empathy and clear communication.

The role requires strong written communication, risk awareness, and a proactive, preventive approach to issues before they escalate. A market-aware mindset in a fast-paced automotive marketplace is preferred.