Motorway is the UK's largest online car-selling platform. We connect private sellers directly with over 8,000 dealers nationwide. Our online platform helps sellers achieve great prices for their cars while giving dealers fast, reliable access to the stock they want for their dealerships. Founded in 2017, our award-winning, technology-led approach has redefined the experience of selling a car. Motorway is 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👋 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 roleWe'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 internal escalations, formal complaints, and customer welfare concerns.
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.
Supporting the generation of Voice of the Customer insights, which help improve operations and processes across Motorway.
Helping different departments spot and prevent fraud, security breaches, and legal claims.
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 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.
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!
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.
Skills Required
- Experience in a customer-facing role
- Experience handling difficult conversations
- Investigative, detail-oriented, and analytical approach
- Customer care orientation
- Risk assessment, prioritization, and workload management skills
- Adaptability in a fast-paced environment
- Strong verbal and written communication skills
- Ability to manage complex issues and find creative solutions
- Resilience and ability to remain calm under pressure
- Ability to build rapport with customers and stakeholders
What We Do
Motorway started in 2017 with a vision to build a better car market for everyone, harnessing the power of technology to deliver an amazing experience. We're on a journey to make selling used cars better for everyone. With our network of more than 5,000 professional car dealers bidding directly on our platform, we enable customers to sell their car for a great price in as little as 24 hours. We support our car dealer partners to easily acquire the best used car stock. Whilst our customers can sell their car from the comfort of their own home. Since launch, we've helped people sell over 250 thousand cars and the journey's only just begun. This is the way to sell your car. This is the Motorway.
