About Motorway
Motorway is the UK’s fastest-growing used car marketplace. Our online-only platform connects private car sellers with thousands of verified dealers nationwide, ensuring everyone gets the best deal. 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 £143million in SeriesC 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
I’m James Tiltman and I lead the Customer Escalations team. We tackle the trickiest customer journeys, keep sales on track, and make sure customers still love Motorway. We spot areas for improvement and work closely with other teams to enhance the customer experience. 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 will be on the front line resolving complex customer issues, delivering amazing support, and helping us improve our processes.
Responsibilities
* Deal with complex escalations and collaborate with stakeholders to find customer‑focused solutions.
* Handle formal complaints and NPS responses.
* Respond to reviews on platforms such as Trustpilot, Google Reviews, and the app store.
* Resolve business‑critical issues, including those escalated to the C‑suite.
* Use compensation to aid service recovery.
* Manage GDPR requests and ensure compliance across operational teams.
* Collect and share voice‑of‑the‑customer data to help improve operations and processes.
* Assist different departments in spotting and preventing fraud, security breaches, and legal claims.
About you
* Experience in a customer‑facing role, including handling tough conversations.
* Investigative, detail‑oriented, and analytical mindset.
* Passionate about customer care and turning bad experiences into good ones.
* Strong skills in risk assessment, prioritisation, and workload management.
* Adaptable and able to thrive in a fast‑paced environment.
* Excellent verbal and written communication skills.
* Enjoy taking ownership of complex issues and finding creative solutions.
* Resilient and calm under pressure.
* Strong communicator capable of building rapport with customers and stakeholders.
* Committed to continuous improvement and making a positive impact.
Benefits
* Great work‑life balance with standard shifts from 8:45am to 5:30pm.
* Seafronted office location with regular social events, including office drinks, weekly massages, and free snacks.
* Flexibility to work from home one day per week.
* Stock options to share in Motorway’s growth and future success.
* 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: six months full‑paid maternity leave, four weeks paternity leave, and more.
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.
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