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For Companies At a Glance
- Tasks: Resolve complex customer issues and provide amazing support to enhance their experience.
- Company: Join Motorway, the UK's fastest-growing used car marketplace with an excellent Trustpilot rating.
- Benefits: Enjoy a great work-life balance, stock options, and comprehensive health insurance.
- Why this job: Make a real difference for customers while working in a dynamic and supportive environment.
- Qualifications: Experience in customer-facing roles and strong communication skills are essential.
- Other info: Flexible work-from-home options and a commitment to your personal development.
The predicted salary is between 36000 - 60000 £ per year.
About Motorway
Motorway is the UK's fastest-growing used car marketplace – our award winning, online-only platform connects private car sellers with over 7,500 verified dealers nationwide, who compete to offer the best price. Founded in ****, our technology makes the process refreshingly easy, earning us an 'Excellent' Trustpilot rating with over 70,000 reviews. We're not just building a platform; we're changing how people sell cars. Backed by leading investors like Index Ventures and ICONIQ Growth, and following a successful $190 million funding round, we're on a mission to transform the used car market.
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 role
We'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. Here's what you'll 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 you
- You've got experience in a customer-facing role, including handling tough conversations.
- You're investigative, detail-oriented, and analytical.
- You're passionate about customer care and turning bad experiences into good ones.
- You're great at risk assessment, prioritisation, and managing your workload.
- You're adaptable and happy to contribute to a fast-paced environment.
- You're a whiz at verbal and written communication.
You could be a great fit if
- You love taking ownership of complex issues and finding creative solutions.
- You're resilient and can stay calm under pressure.
- You're a strong communicator and can build rapport with customers and stakeholders.
- You're passionate about continuous improvement and making a positive impact.
What you'll get
- Great work-life balance with standard shifts from 8:45am to 5:30pm.
- Sea fronted office location with regular social events, office drinks, weekly massages and free snacks to keep you going.
- Flexibility to work from home 1 day per week.
- Stock options so you can share in Motorway's growth and future success.
- Pension scheme to plan for your future with our provider NEST.
- Strong commitment to your personal development.
- Opt-in comprehensive health insurance through BUPA including fitness discounts.
- Cycle to work scheme.
- Generous parental benefits including 6 months full paid maternity leave, 4 weeks paternity leave... and much more.
Our interview process
- Qualifying Screen - 30 minutes.
- Onsite Interview - 60 minutes.
We'll get back to you within a week of each interview stage. You can chat with a talent partner throughout the process if you have any questions or need anything at all.
Customer Escalations Specialist employer: Motorway
Contact Detail:
Motorway Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Escalations Specialist
✨Tip Number 1
Get to know Motorway inside out! Familiarise yourself with our platform, values, and the customer journey. This way, when you chat with us, you can show off your knowledge and passion for what we do.
✨Tip Number 2
Practice your problem-solving skills! Think of real-life scenarios where you've turned a tough customer experience into a positive one. We love hearing about how you’ve made a difference in previous roles.
✨Tip Number 3
Be ready to showcase your communication skills! Whether it’s through role-play or discussing past experiences, demonstrate how you build rapport with customers and stakeholders. We want to see that you can handle those tricky conversations with ease.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining our team at Motorway.
We think you need these skills to ace Customer Escalations Specialist
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Escalations Specialist role. Highlight your experience in handling complex customer issues and your passion for turning negative experiences into positive ones. We want to see how you can bring your unique skills to our team!
Show Off Your Communication Skills: Since this role requires excellent verbal and written communication, don’t hold back! Use clear and concise language in your application. We love candidates who can express themselves well, so let your personality shine through while keeping it professional.
Demonstrate Problem-Solving Abilities: In your application, share specific examples of how you've tackled tough customer conversations or resolved complex issues in the past. We’re looking for those creative solutions that show you can think on your feet and make a real difference for customers.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our amazing team at Motorway!
How to prepare for a job interview at Motorway
✨Know Your Customer Care Stuff
Make sure you brush up on your customer service skills and experiences. Think about specific examples where you've turned a negative situation into a positive one. This role is all about solving complex issues, so be ready to share how you've handled tough conversations in the past.
✨Research Motorway Inside Out
Get familiar with Motorway's platform, values, and recent news. Understanding their mission to transform the used car market will help you align your answers with their goals. Plus, it shows you're genuinely interested in the company and its impact.
✨Prepare for Scenario Questions
Expect questions that put you in hypothetical situations related to customer escalations. Practice articulating your thought process and decision-making skills. Use the STAR method (Situation, Task, Action, Result) to structure your responses clearly and effectively.
✨Show Off Your Communication Skills
Since this role requires strong verbal and written communication, be prepared to demonstrate these skills during the interview. Whether it's through your answers or how you engage with the interviewer, make sure you convey your ideas clearly and confidently.
