At a Glance
- Tasks: Resolve complex customer issues and deliver solutions with stakeholders.
- Company: Fast-paced scale-up focused on customer care and continuous improvement.
- Benefits: Great work-life balance, stock options, private health insurance, and generous parental benefits.
- Other info: Dynamic environment with opportunities for growth and development.
- Why this job: Make a real impact by turning negative experiences into positive outcomes.
- Qualifications: Experience in customer-facing roles and strong communication skills.
The predicted salary is between 40500 - 49500 £ per year.
In this role you will resolve complex customer issues on the front line, working with stakeholders to deliver customer-focused solutions. You will handle formal complaints and NPS responses, manage reviews across platforms, and address business-critical issues including those escalated to the C-suite. You will use compensation for service recovery and oversee GDPR-related requests to ensure compliance. You will gather voice-of-the-customer data to drive improvements across operations while helping to mitigate fraud and legal risks. This is a fast-paced, impact-driven position in a growth-stage scale-up that values customer care and continuous improvement.
Pay / Benefits
- Great work-life balance with standard shifts
- Stock options
- Pension scheme (NEST)
- Private health insurance (BUPA)
- Cycle to work scheme
- Generous parental benefits (6 months maternity, 4 weeks paternity)
Responsibilities
- Handle complex escalations with stakeholders to deliver customer-focused solutions
- Manage formal complaints and NPS responses
- Respond to reviews on Trustpilot, Google Reviews, and the app store
- Resolve business-critical issues, including those escalated to the C-suite
- Use compensation as a tool for service recovery
- Manage GDPR requests and monitor compliance across operations
- Collect/share voice-of-the-customer data to inform process improvements
- Support cross-department efforts to spot and prevent fraud, security breaches, and legal claims
Key requirements
- Experience in a customer-facing role with tough conversations
- Investigative, detail-oriented, and analytical mindset
- Passion for customer care and turning negative experiences into positive ones
- Strong risk assessment, prioritisation, and workload management
- Adaptable to a fast-paced environment
- Excellent verbal and written communication skills
- Resilience and calm under pressure
- Ownership and accountability
- GDPR handling and compliance awareness
- Voice-of-the-customer data collection and analysis
- Risk assessment and problem-solving
Customer Escalations Specialist employer: Motorway
Motorway is an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration among talented individuals. As part of a fast-growing scale-up in the heart of the UK automotive industry, employees benefit from opportunities for professional growth, a flat-structured team environment, and the chance to work with cutting-edge technology that is transforming the car-selling experience. Join us to be part of a mission-driven team that values your contributions and encourages continuous learning.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Escalations Specialist
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Motorway. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Motorway before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Escalations Specialist
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Motorway:Your cover letter is your chance to shine! Tell us why you want to work at Motorway specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Motorway!
How to prepare for a job interview at Motorway
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
