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About MotorwayMotorway is the UKs fastest-growing used car marketplace - our online-only platform connects private car sellers with thousands of verified dealers nationwide, ensuring everyone gets the best deal. Founded in 2017, our award-winning, technology-led approach has redefined the experience of selling a car. Motorway is backed by some of the worlds 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, 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 roleWe''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. Heres what youll 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 youYouve got experience in a customer-facing role, including handling tough conversations.Youre investigative, detail-oriented, and analytical.Youre passionate about customer care and turning bad experiences into good ones.Youre great at risk assessment, prioritisation, and managing your workload.Youre adaptable and happy to contribute to a fast-paced environment.Youre a whiz at verbal and written communication.You could be a great fit ifYou love taking ownership of complex issues and finding creative solutions.Youre resilient and can stay calm under pressure.Youre a strong communicator and can build rapport with customers and stakeholders.Youre passionate about continuous improvement and making a positive impact.What you''ll getGreat work-life balance with standard shifts from 8:45am to 5:30pmSea fronted office location with regular social events, office drinks, weekly massages and free snacks to keep you goingFlexibility to work from home 1 day per weekStock options so you can share in Motorways growth and future successPension scheme to plan for your future with our provider NESTStrong commitment to your personal developmentOpt-in comprehensive health insurance through BUPA including fitness discountsCycle to work schemeGenerous parental benefits including 6 months full paid maternity leave, 4 weeks paternity leave and much more! #J-18808-Ljbffr