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Motorway is the UK's largest online car-selling platform, connecting private sellers with over 8,000 dealers nationwide. Founded in 2017 and backed by leading technology investors with £143 million in Series C funding, the company is at a critical growth phase.
The Dealer Resolutions Specialist role sits on the front line of high-risk dealer complaints requiring cross-departmental collaboration. You will own complex cases from intake to resolution, handling formal complaints and providing dedicated support throughout the journey, including business-critical issues escalated to the C-suite.
Key responsibilities include:
- Managing high-stakes escalations: Own and resolve complex, sensitive, and high-emotion dealer escalations, serving as the definitive point of contact for aggrieved parties.
- Reputation risk mitigation: Proactively identify, assess, and manage potential brand and legal risks in complaints, neutralizing negative exposure across social media, review platforms, and regulatory bodies.
- Incident response coordination: Lead immediate response to critical service incidents or systemic failures, orchestrating cross-functional communication with transparency and care.
- Goodwill administration: Exercise autonomous judgment in awarding compensation, fee waivers, or gestures of goodwill, balancing customer retention with commercial viability.
- Root-cause analysis: Transform negative feedback into operational intelligence by analyzing complaint data and trend patterns, partnering with leadership to implement process improvements.
- Compliance management: Ensure all case documentation adheres to regulatory guidelines, industry compliance standards, and internal SLAs.
You will liaise with stakeholders from specialist to C-suite level, coordinate outcomes across multiple teams, and take a preventive approach to spotting and intervening on issues early.
Requirements:
- Interest or experience working in a marketplace environment
- Ability to manage multiple tasks and adapt quickly in a fast-paced environment
- Strong communication and writing skills
- Comfortable liaising with a wide range of stakeholders
- Collaborative problem-solving approach
- Dedication to excellent customer service with empathy and understanding
- Strong understanding of the motor industry preferred but not essential
- Eye for risk assessment, prioritization, and workload management
- Preventive mindset; ability to spot issues before they occur
