Customer Escalations Specialist

Overview

In this role you will be on the front line resolving complex customer issues and driving improvements to the customer journey. You will collaborate with cross-functional stakeholders to handle escalations, complaints, and welfare concerns, while ensuring compliant and respectful resolution. You will respond to public reviews and support service recovery through appropriate compensation, and provide Voice of the Customer insights to enhance operations. You will help spot and prevent fraud and security issues, contributing to a fast-paced culture of continuous improvement. This is a meaningful opportunity to shape customer experience as Motorway scales.

Pay / Benefits

• Work-life balance with standard hours
• Seafront office with regular social events
• Hybrid option (1 day WFH)
• Stock options
• NEST pension
• Health insurance via BUPA

Responsibilities

• Deal with complex escalations and work with stakeholders to deliver customer-focused solutions
• Handle internal escalations, formal complaints, and welfare concerns
• Respond to reviews on Trustpilot, Google Reviews, and the app store
• Resolve business-critical issues, including those escalated to the C-suite
• Use compensation to support service recovery
• Manage GDPR requests and monitor compliance across teams
• Support generation of Voice of the Customer insights to improve operations
• Help departments spot and prevent fraud, security breaches, and legal claims

Key requirements

• Experience in a customer-facing role including handling difficult conversations
• Investigative, detail-oriented, and analytical
• Passionate about 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

• ownership mindset
• resilience under pressure
• strong communication
• Trustpilot
• Google Reviews
• app store

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