Customer Escalations Specialist

Job Description

About Motorway

Motorway is the UK’s fastest-growing used car marketplace – our award-winning, online-only platform connects private car sellers with thousands of verified dealers nationwide, ensuring everyone gets the best deal. Founded in 2017, our technology-led approach has redefined the experience of selling a car, generating thousands of monthly car sales and helping us to grow to a team of more than 400 people across our London and Brighton offices.

About the role

We are looking for a skilled Customer Escalations Specialist to join a team dedicated to resolving our most sensitive customer journeys, retaining customer confidence in the Motorway brand. As well as supporting our customers, this person will be recording critical feedback to support root cause analysis, and inform continuous improvements to our business model.

This is an exciting role where you will liaise with a wide range of teams and senior stakeholders across the business to solve complex customer issues. This gives you a wider business exposure than you would normally obtain in a customer-facing role, providing the opportunity to work with teams such as Dealer Governance, Legal, PR, Fraud, Quality Assurance, and CX management.

The position involves handling escalated cases and issues, customer feedback, and public engagement on our social media and review platforms, as well as processing customer GDPR requests. This is an outbound role based on internal escalation which allows you to organise and prioritise your own workload, and you will have the unique opportunity to make real positive change in the business moving forward.

This is a senior customer service role with opportunities to learn and grow, and a high degree of support and training on offer. We encourage applications from anyone with experience speaking to customers or clients over the phone and/or email who is looking to take the next steps in their career.

Available shift: Monday - Friday 8.45am-5.30pm

What you'll be doing

• Managing and prioritising escalations and cooperating with teams across the business to provide customer-focused resolutions.
• Responding to reviews across Trustpilot, Google Reviews, App Store and other platforms.
• Social media comment management.
• Managing GDPR requests.
• Collating feedback on poor customer experiences and use of the platform to share with relevant teams in support of operational development.

Requirements

• Proven experience in a customer or client-facing role, ideally with phone and email communication.
• Exceptional customer care sensibilities. You're passionate about turning a poor experience into a positive one and are fantastic at adapting, diffusing and learning from customer feedback.
• Investigative, detail-oriented and analytical mindset. Exceptional attention to detail with the ability to arrive at fair, objective, and even conclusions and resolutions which balance empathy and objectivity.
• Strong risk assessment, prioritisation, and autonomous workload management skills.
• Ability to work in and contribute to the development of a highly adaptive team with processes in continual development.
• Excellent verbal and written communication skills.
• You have experience working in an e-commerce company (desirable).
  

Benefits

• A competitive salary
• BUPA health insurance
• Discounted dental through BUPA
• Discounted gym membership through BUPA
• On-Hand volunteering membership + volunteering day
• Hybrid working - opportunity to work from home one day a week (subject to approval)
• Pension scheme
• Motorway car leasing scheme - lease a zero-emissions electric vehicle at a significant discount
• Enhanced maternity/paternity leave
• Regular social events

• Cycle to work scheme

Equal Opportunities statement

Motorway is committed to equality of opportunity for all employees. We work to provide a supportive and inclusive environment where all individuals can maximise their full potential. We believe our workforce should reflect a variety of backgrounds, talents, perspectives and experiences. Our strong commitment to a culture of inclusion is evident through our constant focus on recruiting, developing and advancing individuals based on their skills and talents.

We welcome applications from all individuals regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.