Customer Escalations Specialist

Motorway

Brighton, United Kingdom

On-siteCareer-pivot friendly

Who this role is best for

Customer service professionals with problem-solving skills will find this complex issue-resolution role in the UK's online car-selling industry.

Best fit for

Candidates with a background in resolving complex customer issues and driving process improvements
— “tackles the trickiest customer journeys, keeps sales on track, and makes sure customers still love Motorway”
Professionals adept at analyzing customer data to inform business decisions
— “Collecting and sharing voice of the customer data to help improve operations and processes across Motorway”

Things to consider

The role requires managing sensitive issues, including those escalated to the C-suite
— “Resolving business-critical issues, including those escalated to the C-suite”
Candidates must be comfortable with a mix of in-office and remote work arrangements
— “Flexibility to work from home 1 day per week”

How to stand out

Showcase experience in transforming negative customer experiences into positive outcomes
— “turning bad experiences into good ones”
Emphasize your ability to collaborate with cross-functional teams to drive improvements
— “work closely with other teams to make the customer experience even better”
Highlight your skills in managing formal complaints and NPS responses in your resume and interview examples
— “Handling formal complaints and NPS responses”
Demonstrate your analytical and investigative skills through past problem-solving achievements
— “investigative, detail-oriented, and analytical”
Include examples of managing compliance-related tasks or data collection efforts
— “Managing GDPR requests and keeping an eye on compliance across operational teams”

Pace · Fast PacedCollaboration · HighAutonomy · MediumDecision Impact · Team

Derived from job-description analysis by Serendipath's career intelligence engine.

What success looks like

high customer satisfaction scores
reduced customer escalations
effective fraud prevention

Typical background

customer servicecustomer supportoperations management

Skills & requirements

Required

Customer ServiceProblem-solvingCommunicationData AnalysisFraud Prevention

Preferred

GDPR ComplianceProject Management

About the role

Original posting from Motorway via Ashby

ABOUT MOTORWAY
Motorway is the UK's largest online car-selling platform. We connect private sellers directly with over 8,000 dealers nationwide. Our online platform helps sellers achieve great prices for their cars while giving dealers fast, reliable access to the stock they want for their dealerships. 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 £143 million in Series C 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
👋 Hey, I'm James Tiltman https://www.linkedin.com/in/james-tiltman-211065118/, and I lead the Customer Escalations team here at Motorway. We're the team that tackles the trickiest customer journeys, keeps sales on track, and makes sure customers still love Motorway. We're key to spotting areas where we can improve, and we work closely with other teams to make the customer experience even better. 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'll be right there on the front line, resolving complex customer issues, giving amazing support, and helping us improve what we do. Here’s what you’ll be doing:
Dealing with complex escalations and working with stakeholders to find customer-focused solutions.
Handling formal complaints and NPS responses.
Responding to reviews on platforms like Trustpilot, Google Reviews, and the app store.
Resolving business-critical issues, including those escalated to the C-suite.
Using compensation to help with service recovery.
Managing GDPR requests and keeping an eye on compliance across operational teams.
Collecting and sharing voice of the customer data to help improve operations and processes across Motorway.
Helping different departments spot and prevent fraud, security breaches, and legal claims.
ABOUT YOU
You've got experience in a customer-facing role, including handling tough conversations.
You're investigative, detail-oriented, and analytical.
You're passionate about customer care and turning bad experiences into good ones.
You're great at risk assessment, prioritisation, and managing your workload.
You're adaptable and happy to contribute to a fast-paced environment.
You're a whiz at verbal and written communication.
YOU COULD BE A GREAT FIT IF
You love taking ownership of complex issues and finding creative solutions.
You're resilient and can stay calm under pressure.
You're a strong communicator and can build rapport with customers and stakeholders.
You're passionate about continuous improvement and making a positive impact.
WHAT YOU'LL GET
Great work-life balance with standard shifts from 8:45am to 5:30pm
Sea fronted office location with regular social events, office drinks, weekly massages and free snacks to keep you going
Flexibility to work from home 1 day per week
Stock options so you can share in Motorway’s growth and future success
Pension scheme to plan for your future with our provider NEST
Strong commitment to your personal development
Opt-in comprehensive health insurance through BUPA including fitness discounts
Cycle to work scheme
Generous parental benefits including 6 months full paid maternity leave, 4 weeks paternity leave
... and much more!
OUR 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 at all.

Source: Motorway careers (Ashby)