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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 (£143M Series C), the company is scaling rapidly and seeking a Customer Escalations Specialist to join a growing team.
You will be the frontline resolver for complex customer issues, working across multiple stakeholder groups to deliver customer-focused solutions. Key responsibilities include:
• Managing complex escalations and formal complaints, including those involving customer welfare concerns
• Handling internal escalations and business-critical issues escalated to C-suite level
• Responding to public reviews on Trustpilot, Google Reviews, and app store platforms
• Using compensation strategically for service recovery and relationship repair
• Managing GDPR requests and ensuring compliance across operational teams
• Generating Voice of the Customer insights to drive operational and process improvements across the organization
• Supporting fraud prevention, security breach identification, and legal claim mitigation across departments
• Investigating issues with a detail-oriented, analytical approach
You'll work in a fast-paced environment where you take ownership of complex problems and find creative solutions. The role requires strong verbal and written communication skills, resilience under pressure, and the ability to build rapport with both customers and internal stakeholders. You'll be passionate about turning negative customer experiences into positive outcomes and driving continuous improvement.
The team is led by James Tiltman and plays a critical role in identifying improvement opportunities and working cross-functionally to enhance the customer experience.
REQUIREMENTS:
• Experience in a customer-facing role, including handling difficult conversations
• Investigative, detail-oriented, and analytical mindset
• Strong risk assessment and prioritization skills
• Excellent verbal and written communication abilities
• Adaptability and comfort working in fast-paced environments
• Passion for customer care and service recovery
• Resilience and ability to remain calm under pressure
