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Customer Escalations Resolution Specialist

1 month 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-changing environment, where you will liaise with our seller and dealer teams to find joint resolutions that suit both parties. You will be upskilled in data recording and analysis, complaint resolution, and have the unique opportunity to make real positive change in our business structure.

Responsibilities

  • Manage formal complaints and NPS responses.
  • Review platform management and PR risk containment, responding to reviews across Trustpilot, Google Reviews, and other platforms.
  • Manage and prioritise highly complex escalations, cooperating with stakeholders across the business to provide customer-focused resolutions and support containment efforts for issues that present significant financial, legal, or reputational risks to the business.
  • Work with senior management to resolve business-critical issues, up to and including C-suite executive level escalations.
  • Review and assess high-level complex compensation requests, effectively utilising compensation to support service recovery efforts while minimising financial and legal risks to the business.
  • Manage GDPR requests, including deletion and data subject access requests, and monitor operations-wide compliance with GDPR policies.
  • Collate data drawn 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, diffusing, and learning from difficult situations.
  • Exceptional risk assessment, prioritisation, and autonomous workload management skills.
  • Ability to work in and contribute to the development of a fast-changing emerging area 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.

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. We believe our workforce should reflect a variety of backgrounds, talents, perspectives, and experiences. Our strong commitment to a culture of inclusion is evident through our constant focus on recruiting, developing, and advancing individuals based on their skills and talents.

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.