Hybrid Customer Escalations Specialist with Stock Options

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

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.