Complaints Specialist

This full-time position at Motorway in Brighton involves managing high-stakes escalations from dealers, serving as the primary contact for sensitive and complex cases from start to finish. The role requires owning formal complaints and business-critical issues that may be escalated to senior leadership, ensuring dedicated support throughout the resolution process. Day-to-day duties include proactively identifying and mitigating brand and legal risks associated with negative exposure on social media, review sites, and regulatory bodies. You will also lead immediate responses to critical service incidents or systemic failures, coordinating cross-functional communication to manage impacted customers with transparency and speed. The job demands strong skills in cross-departmental collaboration to resolve complex issues and prevent reputational damage. While the advert does not specify particular software tools, it highlights the need for strategic goodwill administration and incident response coordination. No specific experience levels, qualifications, or language requirements are detailed in the provided text. The working arrangement is not explicitly defined as office-based, hybrid, or remote, though the location is listed as Brighton. This opportunity suits individuals who thrive in a fast-growing scale-up environment and are prepared to handle high-emotion situations while protecting the company’s reputation.