M
Complaints Specialist
Contract type
Ongoing
Work mode
Hybrid · 4 days/week in office · Brighton, United Kingdom
Experience
3 years
Job description
Customer Escalations Specialist on Motorway's Customer Escalations team, resolving complex customer issues and formal complaints while improving the customer experience.
At a glance
- Employment
- Full-time · Employee (employment agreement)
- Work mode
- Hybrid · 4 days/week in office · Brighton, United Kingdom
What you'll do
- 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
What we're looking for
- Experience in a customer-facing role, including handling tough conversations
- Investigative, detail-oriented, and analytical
- Passionate about customer care and turning bad experiences into good ones
- Great at risk assessment, prioritisation, and managing your workload
- Adaptable and happy to contribute to a fast-paced environment
- A whiz at verbal and written communication
Nice to have
- Love taking ownership of complex issues and finding creative solutions
- Resilient and can stay calm under pressure
- A strong communicator and can build rapport with customers and stakeholders
- Passionate about continuous improvement and making a positive impact
Your team
Customer Escalations
Tackles the trickiest customer journeys, keeps sales on track, and makes sure customers still love Motorway; key to spotting areas for improvement and works closely with other teams.
Benefits
- 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
- 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, 4 weeks paternity leave
How to get hired
- 1Qualifying Screen - 30 minutes
- 2Onsite Interview - 60 minutes
Apply
About Motorway
The UK's largest online car-selling platform
Motorway connects private sellers directly with over 8,000 dealers nationwide. Its 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, its technology-led approach has redefined the experience of selling a car.
Key facts
- 2017
- Online car-selling platform
- Connects private sellers directly with over 8,000 dealers nationwide
- Founded in 2017
- Backed by some of the world's leading technology investors
- Raised £143 million in Series C funding