Customer Escalations Specialist

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 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. 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 you…