Customer Escalations Resolution Specialist
4 weeks ago
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 the Motorway brand.
Key Responsibilities
- Manage formal complaints and NPS responses
- Review platform management and PR risk containment
- Cooperate with stakeholders to provide customer-focused resolutions
- Work with senior management to resolve business-critical issues
- Review and assess complex compensation requests
- Manage GDPR requests and monitor operations-wide compliance
- Collate data to support business-wide operational development and process change
Requirements
- Previous experience in a customer-facing role with challenging conversations
- Investigative, detail-oriented, and analytical mindset
- Exceptional customer care sensibilities and risk assessment skills
- Ability to work in a fast-changing environment with processes in continual development
Benefits
- Competitive salary
- BUPA private health insurance
- Annual learning budget
- Enhanced maternity/paternity leave
- Pension scheme
- Discounted Calm membership
- Cycle to work scheme
- A fun working environment with regular social events
Equal Opportunities Statement
Motorway is committed to equality of opportunity for all employees. We work to provide a supportive and inclusive environment where all individuals can maximise their full potential.
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