Customer Escalations Specialist

📋 Description

• Dealing with complex escalations and working with stakeholders to find customer-focused solutions.
• Handling internal escalations, formal complaints, and customer welfare concerns.
• Responding to reviews on platforms like Trustpilot, Google Reviews, and the app store.
• Resolving business-critical issues, including those escalated to the C-suite.
• Using compensation to help with service recovery.
• Managing GDPR requests and keeping an eye on compliance across operational teams.

🎯 Requirements

• Experience in a customer-facing role, including handling tough conversations.
• Investigative, detail-oriented, and analytical skills.
• Passion for customer care and turning bad experiences into good ones.
• Great at risk assessment, prioritisation, and managing workload.
• Adaptable and happy to contribute to a fast-paced environment.
• Excellent verbal and written communication skills.

🎁 Benefits

• Great work-life balance with standard shifts from 8:45am to 5:30pm
• Sea fronted office location with regular social events, office drinks, weekly massages and free
• Flexibility to work from home 1 day per week
• Stock options so you can share in Motorway’s growth and future success
• Pension scheme to plan for your future with our provider NEST
• Strong commitment to your personal development