---
title: 'Complaints Specialist at Motorway'
canonical: 'https://feeny.ai/job/complaints-specialist-motorway-brighton-x32j64pr611r'
type: 'job'
last_seen: '2026-10-19'
---

# Complaints Specialist at Motorway

- **Company:** Motorway
- **Location:** Brighton
- **Employment:** full-time
- **Posted:** 2026-10-05
- **Last confirmed live:** 2026-10-19
- **Apply:** https://jobs.ashbyhq.com/motorway/d5d3c92d-b45d-47f4-ba5e-87a9d6d79ab7

## Job description

## 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

## About Motorway

## Company Overview
- **One-liner**: Motorway is the UK’s leading online marketplace that connects private car sellers directly with a national network of verified dealers, using a daily auction system to deliver the best price fast.
- **Entity Type**: Private (Series C / Venture Capital-Backed)
- **Headquarters**: London, England, United Kingdom (Fitzrovia office) with a second office in Brighton.
- **Founded**: 2017
- **Founders**: Tom Leathes (CEO) and Harry Jones

## Core Business
- **Primary industry/industries**: Automotive marketplace, used car sales, online vehicle auctions, fintech (Motorway Pay).
- **Target customers**: Two-sided marketplace serving consumers (private sellers) and B2B buyers (over 8,000 verified car dealers).
- **Mission or purpose statement**: To build a better car market by making car selling simpler, faster, and fairer for everyone.

## Products & Services
- **Motorway (Consumer Platform)**: A fully online service where private car owners get a free instant valuation, profile their car using a mobile app, and list it in a daily auction where 8,000+ verified dealers bid. The highest offer is presented to the seller. Includes home collection, same-day payment via **Motorway Pay**, and automatic settlement of outstanding finance.
- **Motorway for Dealers**: A B2B platform allowing dealers to buy privately-owned used vehicles directly from sellers, bypassing traditional wholesale middlemen.
- **Motorway Remarketing (Enterprise Service)**: A new B2B line launched in 2025/2026 giving dealers direct access to end-of-finance vehicles from fleet and finance partners (e.g., Mobilize Financial Services).

## Market Standing
- **Valuation/Market Cap**: Not publicly disclosed.
- **Key Metric**: Total funding raised is **$308.75M** (approx. £250M+).
- **Notable Investors/Partners**: Backed by world-class investors including **Index Ventures**, **BMW i Ventures**, **Latitude**, **Unbound**, and **Trinity Capital** (which provided a £25M credit facility in May 2026).
- **Growth Signals**:
    - Over **1 million cars sold** through the platform.
    - Rated **’Excellent’** with **100,000+ Trustpilot reviews**.
    - **84% of sellers** get more than market price for their car (independently validated).
    - Expanded into the **fleet remarketing** space in 2025/2026.
    - Team has grown to approximately **400 employees** across London and Brighton.

## Competitive Advantages
- **True Two-Sided Network Effect**: A large base of private sellers attracts more dealers, which in turn drives better prices for sellers (84% beat market price), creating a powerful flywheel.
- **Tech-First Experience**: Fully online, app-based valuation and listing process removes the friction of physical inspections and haggling.
- **Motorway Pay**: An in-house payment system that enables instant, secure bank transfers on the doorstep, eliminating payment risk for both parties.
- **Trust and Transparency**: No upfront fees (fee only charged on successful sale), combined with verified dealer network and high ratings.

## Strategic Focus
- **Deepening the enterprise & fleet channel**: The launch of the remarketing service shows a move to capture more B2B supply.
- **Scaling dealer services**: Expanding offerings for dealers beyond just auction access (e.g., financing, logistics).
- **Data & AI investment**: Actively hiring a **Principal Generative AI Engineer** and **Senior Marketing Data Analyst**, indicating a focus on leveraging AI to improve matching, pricing, and operational efficiency.
- **UK market dominance**: With $308M in funding, Motorway is well-capitalized to consolidate its position as the UK’s leading digital used car marketplace.

## Why Work Here
- **Culture & Values**: Described as a community that cares about much more than cars. Core values include “Create new roads” (innovation), “Take the wheel” (ownership), and “Be humble” (ego-free teamwork). Features employee-led D&I, LGBTQ+, and Women’s committees.
- **Hybrid Work**: London office operates on a **hybrid schedule**. Employees can also **work from Europe for up to 4 weeks a year**.
- **Dog-Friendly**: Dogs welcome in the London office on Mondays and Fridays.
- **Perks & Benefits**:
    - Financial: Employee stock option scheme, generous pension, save 40% on a new electric car.
    - Wellness: Comprehensive BUPA private health insurance, 24/7 Employee Assistance Program.
    - Family: Generous maternity/paternity leave, nursery fee coverage.
    - Office Life: Communal lunches, themed breakfasts, sea views in Brighton, and regular social events.
- **Engineering Culture**: With ~400 people and a focus on data and AI, the engineering and product teams are central to the business. Current openings include a Principal Generative AI Engineer and Executive Assistant to the CPO, signaling a high-priority product organisation.

## Sources
1. [motorway.co.uk](https://motorway.co.uk/about)
2. [careers.motorway.co.uk](https://careers.motorway.co.uk/)
3. [cbinsights.com](https://www.cbinsights.com/company/motorway)
4. [uk.linkedin.com](https://uk.linkedin.com/company/motorway-online-ltd.)

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