Seller Support Specialist

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. 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 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. ABOUT THE TEAM 👋 Hi, I'm Jon Gould https://www.linkedin.com/in/jon-gould-5735003/, I lead the Payments team here at Motorway. We're the heartbeat of Motorway's finances, making sure every transaction goes smoothly, securely, and accurately. We work hand-in-hand with sellers, buyers, and banks to deliver top-notch service and fuel Motorway's growth. We're a collaborative, data-driven bunch who love what we do. Want to make a real difference in a fast-paced, rewarding place? This is your team. ABOUT THE ROLE Looking for a part-time gig that fits your life? At Motorway, we get that everyone's different. This Payment Operations Specialist role offers the flexibility you need, with core hours 10:30 AM to 3 PM, Monday to Friday. Whether you're studying, have other commitments, or just prefer part-time work, we'd love to hear from you! Here's what you'll be doing: * Sorting out payment hiccups for both dealers and sellers – quick as a flash. * Keeping an eye on the whole payment process, making sure it's accurate, secure, and on time. * Managing the payment support tickets, replying to queries promptly and professionally. * Ticking off work orders, approving payments, and tracking transactions to keep things running smoothly. * Helping out with the payment side of things, making sure everything's secure and compliant. * Creating reports on the payment journey and processes to help us make smart decisions. ABOUT YOU * You're passionate about customer service and genuinely want to help people. * You're a whiz at communicating (phone, email, chat) and have a proactive, positive attitude. * You're super detail-oriented, making sure everything's accurate and efficient. * You're a great problem-solver and can think on your feet. * You're a team player and love finding new and better ways to help customers. * You're adaptable and happy working in a fast-paced, ever-changing environment. YOU COULD BE A GREAT FIT IF * You thrive in a fast-paced environment and love the challenge of solving tricky customer problems, especially with payments or online transactions. * You've worked with payment systems before and understand the ins and outs of payment processing, reconciliation, and risk management. * You're a natural communicator and great at building rapport with all sorts of people, especially when explaining complex financial stuff clearly and kindly. SHIFT SCHEDULE Monday - Friday 10:00 AM - 2:30 PM. FLEXIBILITY FOR FAMILIES AND CAREGIVERS We know life outside work can be demanding. We're happy to be flexible (within reason) for those with family or caregiving responsibilities, like school runs and holidays. Let's chat about your specific needs during the interview. OUR INTERVIEW PROCESS * Intro Call - 30 minutes * Onsite Interview - 60 minutes We'll get back to you within a week of each interview. You can chat with a talent partner throughout the process if you have any questions or need anything. 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