Customer Escalations Specialist

Job Description

Brighton based

5 days/ week on site (Possibility to work 4 days/week on-site after probation)

About us:

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 500 people across our London and Brighton offices.

About the Role

We are looking for a skilled Customer Escalations Specialist to join an emerging team dedicated to resolving our most sensitive customer journeys, retaining sales and customer confidence in the Motorway brand. As well as supporting our customers, this person will be recording critical data driven feedback for the business to support root cause analysis of problems and risk exposures in our processes, and customer experience strategies.

This is an exciting role where you will liaise with both our seller and dealer teams and find a joint resolution to suit both parties. You will be upskilled in data recording and analysis, complaint resolution, and have the unique opportunity to make real positive change in the business structure moving forward.

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. We aim to undertake successful service recovery efforts to retain sales and prevent escalation of sensitive issues which may pose financial, reputational or legal risks to the business. As well as this, data you produce on these interactions feed into high level strategies of continuous improvement across Customer Experience and wider operations.

Responsibilities

• Day-to-day management of formal complaints and NPS responses.
• Review platform management and PR risk containment, responding to reviews across Trustpilot, Google Reviews, appstore, and other platforms.
• Managing and prioritising highly complex escalations and cooperating with stakeholders across the business to provide customer-focused resolutions and support containment efforts for issues which present significant financial, legal, or reputational risks to the business.
• Working with senior management across the business to resolve business critical issues, up to and including C-suite executive level escalations.
• Reviewing and assessing high level complex compensation requests, and effectively utilising compensation independently to support service recovery efforts, while minimising financial and legal risks to the business.
• Managing GDPR requests, including deletion and data subject access requests. Monitoring operations wide compliance with GDPR policies via ticket flagging and providing feedback across operational teams in the event of compliance beaches.
• Collating data drawn from poor customer experiences, staff and client conduct, and misuse of the platform to share with relevant stakeholders in support of business wide operational development and process change.
• Supporting legal, fraud, security, dealer governance, and PR in detecting and preventing crime, fraud, data or security breaches, and legal claims, containing potential reputational crises, and managing dealer misconduct across our client base.

Requirements

• Previous experience in a customer-facing role, with experience of taking the wheel and having challenging conversations with customers.
• Investigative, detail-oriented and analytical mindset. Exceptional attention to detail with the ability to arrive at fair, objective, and balanced conclusions and resolutions, balancing empathy and objectivity in high-pressure situations.
• 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 difficult situations.
• Exceptional risk assessment, prioritisation, and autonomous workload management skills.
• Ability to work in and contribute to the development of a fast-changing emerging area with processes in continual development.
• Exceptional verbal and written communication skills. Ideally you have some previous experience working with written communications in a public capacity.

Benefits

• A competitive salary
• BUPA private health insurance
• Annual learning budget with Learnerbly
• Enhanced Maternity/Paternity leave
• Pension Scheme
• Discounted Calm membership
• Cycle to work scheme
• A fun working environment with regular social events
• The chance to join a rapidly growing company that cares first and foremost about its people
• Fast career progression and the ability to develop your own skills and experience quickly

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.

Given the continued spread of COVID-19 (coronavirus), all interviews will be conducted by phone or virtual connection to protect our candidates and employees.