---
title: 'Customer Escalations Specialist at Motorway'
canonical: 'https://feeny.ai/job/customer-escalations-specialist-motorway-brighton-65y0eq6yymzb'
type: 'job'
last_seen: '2026-10-19'
---

# Customer Escalations Specialist at Motorway

- **Company:** Motorway
- **Location:** Brighton
- **Employment:** full-time
- **Work type:** onsite
- **Posted:** 2026-10-06
- **Last confirmed live:** 2026-10-19
- **Apply:** https://jobs.ashbyhq.com/motorway/b9fe73aa-0de0-4513-8888-95f9356d85ea

## 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.

## About the team

👋 Hey, I'm[James Tiltman](https://www.linkedin.com/in/james-tiltman-211065118/), and I lead the Customer Escalations team here at Motorway. We're the team that tackles the trickiest customer journeys, keeps sales on track, and makes sure customers still love Motorway. We're key to spotting areas where we can improve, and we work closely with other teams to make the customer experience even better. If you're passionate about solving problems and making a real difference for our customers, you'll fit right in.

## About the role

We're looking for a brilliant Customer Escalations Specialist to join our growing team. You'll be right there on the front line, resolving complex customer issues, giving amazing support, and helping us improve what we do. Here’s what you’ll be doing:

- Dealing with complex escalations and working with stakeholders to find customer-focused solutions.
- Handling formal complaints and NPS responses.
- 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.
- Collecting and sharing voice of the customer data to help improve operations and processes across Motorway.
- Helping different departments spot and prevent fraud, security breaches, and legal claims.

## About you

- You've got experience in a customer-facing role, including handling tough conversations.
- You're investigative, detail-oriented, and analytical.
- You're passionate about customer care and turning bad experiences into good ones.
- You're great at risk assessment, prioritisation, and managing your workload.
- You're adaptable and happy to contribute to a fast-paced environment.
- You're a whiz at verbal and written communication.

You could be a great fit if

- You love taking ownership of complex issues and finding creative solutions.
- You're resilient and can stay calm under pressure.
- You're a strong communicator and can build rapport with customers and stakeholders.
- You're passionate about continuous improvement and making a positive impact.

## What you'll get

- Great work-life balance with standard shifts from 8:45am to 5:30pm
- Sea fronted office location with regular social events, office drinks, weekly massages and free snacks to keep you going
- Flexibility to work from home 1 day per week
- Stock options so you can share in Motorway’s growth and future success
- Pension scheme to plan for your future with our provider NEST
- Strong commitment to your personal development
- Opt-in comprehensive health insurance through BUPA including fitness discounts
- Cycle to work scheme
- Generous parental benefits including 6 months full paid maternity leave, 4 weeks paternity leave
- ... and much more!

Our interview process

- Qualifying Screen - 30 minutes
- Onsite Interview - 60 minutes

We'll get back to you within a week of each interview stage. You can chat with a talent partner throughout the process if you have any questions or need anything at all.

## 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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