Complaints Specialist

Overview

Motorway is hiring a Complaints Specialist to join the Customer Escalations team in Brighton. This role involves working on the front line to resolve complex customer issues, manage formal complaints, handle internal escalations, and address customer welfare concerns. The position also entails responding to reviews on platforms like Trustpilot, Google Reviews, and the app store, alongside tackling business-critical issues escalated to the C-suite. Additional responsibilities include managing GDPR requests, overseeing compliance, supporting Voice of the Customer insights generation, and helping departments identify and prevent fraud, security breaches, and legal claims.

Who can apply

Candidates should have experience in a customer-facing role involving tough conversations. Ideal applicants are investigative, detail-oriented, analytical, and passionate about customer care and turning negative experiences around. Applicants need strong skills in risk assessment, prioritisation, workload management, and verbal and written communication. Those who are resilient, adaptable, comfortable in a fast-paced environment, and able to stay calm under pressure will find themselves a strong fit.

What you get

The position includes standard shifts from 8:45am to 5:30pm and the flexibility to work from home one day per week. Employees receive stock options, a pension scheme through NEST, a commitment to personal development, and opt-in comprehensive health insurance through BUPA with fitness discounts. Additional perks feature a seafront office location, regular social events, office drinks, weekly massages, free snacks, a cycle to work scheme, and parental benefits including six months of fully paid maternity leave and four weeks of paternity leave. Visa sponsorship may be offered for suitable candidates.