Complaints Specialist

📋 Description

• High-Stakes Escalation Management: Own and resolve the most complex, sensitive, and high-emotion
• Reputation Risk Mitigation: Proactively identify, assess, and manage potential brand and legal
• Incident Response Coordination: Lead the immediate response to critical service incidents or
• Strategic Goodwill Administration: Exercise autonomous judgment in awarding Gestures of Goodwill
• Root-Cause Analysis & Continuous Improvement: Transform negative feedback into operational
• Compliance & Audit Readiness: Ensure all final responses and case documentation strictly adhere

🎯 Requirements

• Interest or experience in working in a marketplace environment
• Ability to manage multiple tasks and adapt quickly in a fast-paced environment
• Comfortable liaising and communicating with a wide range of stakeholders; from Specialist to
• Collaborative approach to problem-solving; co-ordinate outcomes with multiple teams using excellent
• Dedication to excellent customer service, able to show empathy and understanding to the needs of
• Excellent communication and writing skills

🎁 Benefits

• Competitive salary
• Equity scheme - we all share in Motorway's success
• 25 days holiday
• Sea-front office with bi-weekly massages and free snacks
• Private medical insurance via BUPA
• Life assurance