Customer Escalations Specialist

4 weeks ago

Brighton, Brighton and Hove, United Kingdom Motorway Full time
About the Role

We are seeking a skilled Customer Escalations Specialist to join our team at Motorway, a rapidly growing used car marketplace. As a key member of our customer experience team, you will be responsible for resolving sensitive customer journeys, retaining sales, and maintaining customer confidence in our brand.

This is an exciting opportunity to work in a fast-paced environment, liaising with our seller and dealer teams to find joint resolutions that meet both parties' needs. You will be upskilled in data recording and analysis, complaint resolution, and have the chance to make a positive impact on our business structure.

Key Responsibilities
  • Manage formal complaints and NPS responses, ensuring timely and effective resolutions.
  • Review platform management and PR risk containment, responding to reviews across various platforms.
  • Manage and prioritize complex escalations, collaborating with stakeholders to provide customer-focused resolutions and support containment efforts.
  • Work with senior management to resolve business-critical issues, including C-suite executive level escalations.
  • Review and assess high-level complex compensation requests, utilizing compensation to support service recovery efforts while minimizing financial and legal risks.
  • Manage GDPR requests, including deletion and data subject access requests, and monitor operations-wide compliance with GDPR policies.
  • Collate data from poor customer experiences, staff and client conduct, and misuse of the platform to share with relevant stakeholders in support of business-wide operational development and process change.
Requirements
  • Previous experience in a customer-facing role, with experience of taking the wheel and having challenging conversations with customers.
  • Investigative, detail-oriented, and analytical mindset, with exceptional attention to detail and the ability to arrive at fair, objective, and balanced conclusions and resolutions.
  • Exceptional customer care sensibilities, with a passion for turning a poor experience into a positive one and adapting to difficult situations.
  • Exceptional risk assessment, prioritization, and autonomous workload management skills.
  • Ability to work in a fast-changing environment with processes in continual development.
  • Exceptional verbal and written communication skills, with experience working with written communications in a public capacity.
Benefits
  • A competitive salary
  • BUPA private health insurance
  • Annual learning budget with Learnerbly
  • Enhanced Maternity/Paternity leave
  • Pension Scheme
  • Discounted Calm membership
  • Cycle to work scheme
  • A fun working environment with regular social events
  • The chance to join a rapidly growing company that cares first and foremost about its people
  • Fast career progression and the ability to develop your own skills and experience quickly

Motorway is committed to equality of opportunity for all employees, providing a supportive and inclusive environment where all individuals can maximize their full potential. We welcome applications from all individuals regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief, and marriage and civil partnerships.

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