Dealer Resolutions Specialist
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About Motorway
Motorway is the UK’s fastest-growing used car marketplace - our online-only platform connects private car sellers with thousands of verified dealers nationwide, ensuring everyone gets the best deal. 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.
Role Purpose
Motorway is the UK’s fastest-growing used car marketplace - our online-only platform connects private car sellers with thousands of verified dealers nationwide, ensuring everyone gets the best deal.
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