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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, serving as the definitive point of contact for escalated issues and managing business-critical matters 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 primary contact throughout the resolution journey.
- 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 responses to critical service incidents or systemic failures, orchestrating cross-functional communication with transparency and speed.
- Goodwill administration: Exercise autonomous judgment in awarding compensation, fee waivers, or gestures of goodwill, balancing customer retention with commercial viability and policy frameworks.
- Root-cause analysis: Transform negative feedback into operational intelligence by analyzing complaint data and trends, partnering with leadership to implement process improvements.
- Compliance management: Ensure all case documentation adheres to regulatory guidelines, industry compliance standards, and internal Service Level Agreements.
You will work across multiple teams, liaising with stakeholders from specialist to C-suite level, requiring strong communication and collaborative problem-solving skills.
Requirements:
- Interest or experience working in a marketplace environment
- Ability to manage multiple tasks and adapt quickly in a fast-paced environment
- Comfortable liaising with a wide range of stakeholders from specialist to C-suite level
- Collaborative approach to problem-solving with excellent communication and writing skills
- 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 and intervene early
