Complaints Specialist

Brighton. Posted 5 days ago

The role

You will resolve complex customer issues and handle formal complaints. You will also manage GDPR requests and support the generation of Voice of the Customer insights.

What you will do

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
Supporting the generation of Voice of the Customer insights
Helping different departments spot and prevent fraud, security breaches, and legal claims

Required qualifications

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

Nice to have

Love taking ownership of complex issues and finding creative solutions
Resilient and can stay calm under pressure
Strong communicator and can build rapport with customers and stakeholders
Passionate about continuous improvement and making a positive impact

Benefits

Great work-life balance
Regular social events
Office drinks
Weekly massages
Free snacks
Flexibility to work from home 1 day per week
Stock options
Pension scheme with NEST
Commitment to personal development
Opt-in comprehensive health insurance through BUPA including fitness discounts
Cycle to work scheme
6 months full paid maternity leave

Before you apply

Qualifying Screen - 30 minutes
Onsite Interview - 60 minutes

About the company

Motorway is the UK's largest online car-selling platform. It connects private sellers directly with over 8,000 dealers nationwide.