Customer Escalations Resolution 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 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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