Complaints Specialist

About Motorway

Motorway 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.

This 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.

The role

The Dealer Resolutions role is on the front line when dealing with high-risk complaints from dealers that require cross-department collaboration. You will be right there resolving complex dealer issues, providing exceptional support, and helping us improve what we do by collaborating across different departments to prevent potential reputational risk. A Dealer Resolutions Specialist will own complex cases from start to finish, handle formal complaints, and provide dedicated support to the dealer throughout the cases' journey, including managing business-critical issues escalated to the C-suite.

What you’ll be doing:

• High-Stakes Escalation Management: Own and resolve the most complex, sensitive, and high-emotion dealer escalations from intake to final resolution, serving as the definitive point of contact for aggrieved parties.

• Reputation Risk Mitigation: Proactively identify, assess, and manage potential brand and legal risks embedded in complaints, neutralizing negative exposure across social media, review platforms, and regulatory bodies.

• Incident Response Coordination: Lead the immediate response to critical service incidents or systemic failures, orchestrating cross-functional communication to ensure impacted customers are managed with transparency, speed, and care.

• Strategic Goodwill Administration: Exercise autonomous judgment in awarding Gestures of Goodwill (GoGs), financial compensation, or fee waivers, balancing customer retention with commercial viability and internal policy frameworks.

• Root-Cause Analysis & Continuous Improvement: Transform negative feedback into operational intelligence by analyzing complaint data and trend patterns, partnering with leadership to implement process changes that eliminate future friction points.

• Compliance & Audit Readiness: Ensure all final responses and case documentation strictly adhere to regulatory guidelines, industry compliance standards, and tight internal Service Level Agreements (SLAs).

What you’ll bring:

• You’ll have an interest or experience in working in a Marketplace environment

• Ability to manage multiple tasks and adapt quickly in our fast-paced environment

• Comfortable liaising and communicating with a wide range of stakeholders; from Specialist to C-Suite level

• You’ll have a collaborative approach to problem-solving; the role will require you to co-ordinate outcomes with multiple teams using great communication skills

• Dedication to excellent customer service, able to show empathy and understanding to the needs of your customers

• Excellent communication and writing skills

• A strong understanding of the motor industry is preferred but not essential

• An eye for risk assessment, prioritisation, and managing your workload.

• A preventive rather than a reactive approach; you’ll spot issues before they happen and intervene early

Benefits

We've got your back, in life's biggest moments and the everyday ones too.

• 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

• Pension scheme (we contribute 5%)

• Enhanced family leave (e.g. 26 weeks full pay for maternity or adoption)

• 24/7 Employee Assistance Programme

• EV leasing scheme

• Cycle to work scheme

• Nursery salary sacrifice scheme

• 1 paid volunteering day a year