{"id":1954966,"url":"https://alion.io/job/motorway-customer-escalations-specialist","title":"Customer Escalations Specialist","company":{"id":4269,"name":"Motorway","domain":"motorway.co.uk","url":"https://alion.io/company/motorway","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":null},"role":"Operations","role_family":"Operations","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Brighton, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":40000,"max_usd":89000,"period":"year","method":"role_country_seniority_unknown","sample_n":550},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"GDPR","optional":false}],"status":"live","first_seen_at":"2026-10-06T10:55:34Z","employer_posted_date":"2026-10-06","last_verified_at":"2026-11-01T11:11:20Z","board_verified":true,"closed_at":null,"days_open":26,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":26},"description":"About Motorway\nMotorway 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.\nThis 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.\nAbout the team\nHey, I'mJames 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.\nAbout the role\nWe'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:\nDealing with complex escalations and working with stakeholders to find customer-focused solutions.\n\nHandling formal complaints and NPS responses.\n\nResponding to reviews on platforms like Trustpilot, Google Reviews, and the app store.\n\nResolving business-critical issues, including those escalated to the C-suite.\n\nUsing compensation to help with service recovery.\n\nManaging GDPR requests and keeping an eye on compliance across operational teams.\n\nCollecting and sharing voice of the customer data to help improve operations and processes across Motorway.\n\nHelping different departments spot and prevent fraud, security breaches, and legal claims.\n\nAbout you\nYou've got experience in a customer-facing role, including handling tough conversations.\n\nYou're investigative, detail-oriented, and analytical.\n\nYou're passionate about customer care and turning bad experiences into good ones.\n\nYou're great at risk assessment, prioritisation, and managing your workload.\n\nYou're adaptable and happy to contribute to a fast-paced environment.\n\nYou're a whiz at verbal and written communication.\n\nYou could be a great fit if\nYou love taking ownership of complex issues and finding creative solutions.\n\nYou're resilient and can stay calm under pressure.\n\nYou're a strong communicator and can build rapport with customers and stakeholders.\n\nYou're passionate about continuous improvement and making a positive impact.\n\nWhat you'll get\nGreat work-life balance with standard shifts from 8:45am to 5:30pm\n\nSea fronted office location with regular social events, office drinks, weekly massages and free snacks to keep you going\n\nFlexibility to work from home 1 day per week\n\nStock options so you can share in Motorway’s growth and future success\n\nPension scheme to plan for your future with our provider NEST\n\nStrong commitment to your personal development\n\nOpt-in comprehensive health insurance through BUPA including fitness discounts\n\nCycle to work scheme\n\nGenerous parental benefits including 6 months full paid maternity leave, 4 weeks paternity leave\n\n... and much more!\n\nOur interview process\nQualifying Screen - 30 minutes\n\nOnsite Interview - 60 minutes\n\nWe'll get back to you within a week of each interview stage. 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