Customer Escalations Specialist

This full-time position at Motorway in Brighton involves managing difficult customer interactions and resolving complex issues that arise on the company’s online car-selling platform. The role requires handling formal complaints, responding to feedback on various review sites, and addressing business-critical problems, including those escalated to senior leadership. You will also use compensation strategies for service recovery, manage GDPR requests, and monitor compliance across operational teams. Additionally, the job entails collecting customer feedback data to help improve internal processes and collaborating with other departments to enhance the overall user experience. The advert does not specify particular technical tools, required qualifications, or minimum years of experience for this role. It also does not mention any specific language requirements beyond the implied need for English proficiency to handle customer communications. No details regarding office, hybrid, or remote working arrangements are provided in the text. This opportunity is suited for individuals who are passionate about problem-solving and making a tangible difference for customers within a fast-growing scale-up environment. The team focuses on tackling tricky customer journeys and maintaining high satisfaction levels while working closely with other groups to drive continuous improvement.