---
title: 'Customer Experience Specialist at Motorway'
canonical: 'https://feeny.ai/job/customer-experience-specialist-motorway-brighton-dynvhxmjyk8v'
type: 'job'
last_seen: '2026-09-07'
---

# Customer Experience Specialist at Motorway

- **Company:** Motorway
- **Location:** Brighton, United Kingdom
- **Employment:** full-time
- **Posted:** 2026-08-26
- **Last confirmed live:** 2026-09-07
- **Apply:** https://jobs.ashbyhq.com/motorway/5c6a9a4a-1dec-4948-bb8d-979469ebff9d

## 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.

## AND HERE'S WHERE YOU COME IN

We're looking for talented folks to join our Customer Experience team – the heart and soul of Motorway. This role is based on-site at our vibrant Brighton office.

As a Customer Experience Specialist, you'll be the friendly voice and expert guide for our customers, making sure they have a smooth and enjoyable journey with us. Within the Customer Experience Specialist role, there are two distinct functions:

1. Seller Support Specialist: Manage post-sale inquiries and resolutions, including handling transportation issues and processing cancellations, with a focus on customer satisfaction and sales retention.
2. Sales Completion Specialist: As a trusted expert for car sellers, you will lead post-auction negotiations and collaborate with internal teams to ensure fair deals and seamless alignment between sellers and dealers.

We will evaluate your experience and preferences during the screening call and place you where we think you would be best suited to succeed.

## WHAT MAKES US DIFFERENT

We're not your typical call centre. No rigid scripts or endless queues here. We're using tech to shake up the car industry. We're empowering buyers and sellers to get the best deals. And we're building a team of passionate people who are excited to be part of something truly innovative. Here's what that means for you:

- Impactful Work: You're not just answering calls; you're guiding customers through our cutting-edge online platform, using your skills to solve real problems and make their car selling experience amazing.
- AI-Powered Technology: We use the latest AI tools, so you can give customers a seamless and efficient experience. Say goodbye to clunky systems!
- Tangible Results: Every day, you'll directly help people navigate the car selling process, making sure they get the best deal and avoid the stress of traditional methods.

## WHAT YOU'LL BE DOING

- Building genuine connections: Chatting with car sellers and dealers, answering their questions, and building trust.
- Finding creative solutions: Using your initiative and problem-solving skills to tackle any challenges.
- Mastering our systems: Becoming a whiz with our CRM systems, ensuring data accuracy and efficiency.
- Putting customers first: Always championing the customer and looking for ways to make their experience even better.

## ABOUT YOU

- You genuinely enjoy helping people and have a knack for building rapport.
- You're a natural communicator, whether it's on the phone, via email, or through chat.
- You're detail-oriented and take pride in your work.
- You're a quick learner and enjoy solving problems.
- You thrive in a collaborative environment.

## 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

## OUR INTERVIEW PROCESS

- Initial Call (30 mins): A casual chat to discuss your experience and learn more about Motorway.
- Team Matching: You will be matched with a team based on your background and preferences and receive additional insight on the team and what to expect in the final interview.
- Final Interview (60 mins): Meet the team, get a feel for the role, and participate in a skills-based assessment, which may include a role-playing exercise.

We'll get back to you within a week business days 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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