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 over 400 across 4 locations. We are now valued at over $1 billion and are backed by some of the world’s 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
Hi, I'm James Tiltman, I lead the Customer Escalations team here at Motorway. We're a dedicated team focused on resolving our most sensitive customer journeys, retaining sales, and maintaining customer confidence in the Motorway brand. We play a crucial role in identifying critical areas for improvement and work closely with other teams to enhance the customer experience. If you're passionate about problem-solving and making a real difference for our customers, this is the team for you. About the role
I'm seeking a skilled Customer Escalations Specialist to join our growing team. In this role, you'll be at the forefront of resolving complex customer issues, providing exceptional support, and contributing to the improvement of our processes. In this role, you will: Manage formal complaints and NPS responses. Respond to reviews across various platforms like Trustpilot, Google Reviews, and the app store. Handle complex escalations and work with stakeholders to find customer-focused solutions. Resolve business-critical issues, including C-suite executive level escalations. Assess and utilise compensation to support service recovery efforts. Manage GDPR requests and monitor compliance across operational teams. Collect and share data to support business-wide operational development and process change. Support various departments in detecting and preventing fraud, security breaches, and legal claims. About you
You have previous experience in a customer-facing role, including handling challenging conversations. You possess an investigative, detail-oriented, and analytical mindset. You have exceptional customer care sensibilities and are passionate about turning negative experiences into positive ones. You have excellent risk assessment, prioritisation, and workload management skills. You are adaptable and can contribute to the development of a fast-changing environment. You have exceptional verbal and written communication skills. You could be a great fit if
You enjoy taking ownership of complex issues and finding creative solutions. You are resilient and can remain calm under pressure. You are a strong communicator and can build rapport with customers and stakeholders. You are passionate about continuous improvement and making a positive impact. Our interview process
Initial Screen with Talent Team - 30 minutes HM Interview - 45 minutes Final Interview - 60 minutes You can expect to hear back from us within a week of each interview stage. You'll have the opportunity to speak with a talent partner throughout the interview process should you have any questions or need any type of accommodations.
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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 over 400 across 4 locations. We are now valued at over $1 billion and are backed by some of the world’s 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
Hi, I'm James Tiltman, I lead the Customer Escalations team here at Motorway. We're a dedicated team focused on resolving our most sensitive customer journeys, retaining sales, and maintaining customer confidence in the Motorway brand. We play a crucial role in identifying critical areas for improvement and work closely with other teams to enhance the customer experience. If you're passionate about problem-solving and making a real difference for our customers, this is the team for you. About the role
I'm seeking a skilled Customer Escalations Specialist to join our growing team. In this role, you'll be at the forefront of resolving complex customer issues, providing exceptional support, and contributing to the improvement of our processes. In this role, you will: Manage formal complaints and NPS responses. Respond to reviews across various platforms like Trustpilot, Google Reviews, and the app store. Handle complex escalations and work with stakeholders to find customer-focused solutions. Resolve business-critical issues, including C-suite executive level escalations. Assess and utilise compensation to support service recovery efforts. Manage GDPR requests and monitor compliance across operational teams. Collect and share data to support business-wide operational development and process change. Support various departments in detecting and preventing fraud, security breaches, and legal claims. About you
You have previous experience in a customer-facing role, including handling challenging conversations. You possess an investigative, detail-oriented, and analytical mindset. You have exceptional customer care sensibilities and are passionate about turning negative experiences into positive ones. You have excellent risk assessment, prioritisation, and workload management skills. You are adaptable and can contribute to the development of a fast-changing environment. You have exceptional verbal and written communication skills. You could be a great fit if
You enjoy taking ownership of complex issues and finding creative solutions. You are resilient and can remain calm under pressure. You are a strong communicator and can build rapport with customers and stakeholders. You are passionate about continuous improvement and making a positive impact. Our interview process
Initial Screen with Talent Team - 30 minutes HM Interview - 45 minutes Final Interview - 60 minutes You can expect to hear back from us within a week of each interview stage. You'll have the opportunity to speak with a talent partner throughout the interview process should you have any questions or need any type of accommodations.
#J-18808-Ljbffr
