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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 (Series C: £143M), 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 to turn difficult experiences into positive outcomes. Your responsibilities include:
• Managing complex escalations and collaborating with stakeholders to deliver customer-focused solutions
• Handling formal complaints and NPS (Net Promoter Score) responses
• Responding to reviews across Trustpilot, Google Reviews, and app store platforms
• Resolving business-critical issues, including those escalated to C-suite level
• Using compensation strategically for service recovery
• Managing GDPR requests and ensuring compliance across operational teams
• Collecting and synthesizing voice-of-customer data to drive operational and process improvements
• Supporting fraud prevention, security breach identification, and legal risk mitigation across departments
You will work in a sea-fronted Brighton office with hybrid flexibility (1 day per week remote). The role offers standard shifts (8:45am–5:30pm), stock options, pension scheme (NEST), comprehensive health insurance (BUPA), cycle-to-work scheme, and generous parental benefits (6 months full-paid maternity, 4 weeks paternity).
REQUIREMENTS:
• Proven experience in customer-facing roles, including handling difficult conversations
• Investigative, detail-oriented, and analytical mindset
• Strong risk assessment, prioritization, and workload management skills
• Excellent verbal and written communication abilities
• Passion for customer care and transforming negative experiences
• Ability to take ownership of complex issues and develop creative solutions
• Resilience and composure under pressure
• Strong stakeholder relationship-building skills
• Commitment to continuous improvement and positive impact
