Dealer Resolutions Specialist

About the Company

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.

Responsibilities

• Own and resolve complex, sensitive, and high-emotion dealer escalations from intake to final resolution
• Proactively identify and manage potential brand and legal risks to neutralize negative exposure
• Lead immediate responses to critical service incidents or systemic failures through cross-functional coordination
• Exercise autonomous judgment in awarding gestures of goodwill, financial compensation, or fee waivers
• Analyze complaint data and trend patterns to implement process changes and eliminate friction points
• Ensure all case documentation adheres to regulatory guidelines and internal SLAs

Requirements

• Experience or interest in working in a marketplace environment
• Ability to manage multiple tasks in a fast-paced environment
• Strong communication skills for liaising with stakeholders from specialists to C-suite level
• Collaborative approach to problem-solving and cross-team coordination
• Dedication to excellent customer service with empathy and understanding
• Excellent written communication skills
• Strong eye for risk assessment and workload prioritization
• Proactive approach to identifying and intervening in issues early