💼 About This Role

You'll join Motorway's Customer Escalations team, resolving complex issues and handling formal complaints for the UK's fastest-growing used car marketplace. You'll directly impact customer satisfaction by turning negative experiences into positive outcomes. This role offers a chance to improve processes across the company with voice of the customer data.

🎯 What You'll Do

• Resolve complex escalations with customer-focused solutions
• Handle formal complaints and respond to NPS feedback
• Respond to reviews on Trustpilot, Google, and app store
• Manage GDPR requests and monitor compliance across teams

📋 Requirements

• Customer-facing experience including handling tough conversations
• Investigative and analytical mindset
• Risk assessment and prioritization skills
• Strong verbal and written communication

✨ Nice to Have

• Experience with formal complaints handling
• Familiarity with CRM and complaint management systems

🎁 Benefits & Perks

• 📅 Great work-life balance with standard 8:45am-5:30pm shifts
• 🏖️ Flexibility to work from home 1 day per week
• 📈 Stock options to share in company growth
• 🏥 Comprehensive health insurance through BUPA with fitness discounts
• 👶 Generous parental benefits including 6 months full paid maternity leave

📨 Hiring Process

Qualifying Screen (30 min) then Onsite Interview (60 min); feedback within a week of each stage.