Customer Experience Specialist

Motorway Online Ltd; Brighton; On-site; GBP 26,000 - 30,000; Full time

Job summary

A leading online car marketplace in Brighton seeks a Customer Experience Specialist to enhance user interactions on their platform. The role involves guiding customers throughout the car selling process and resolving inquiries post-sale. Candidates should be excellent communicators, detail-oriented, and able to thrive in a team setting. This position offers a starting salary of £26,000, flexible working arrangements, health benefits, and a strong commitment to personal development.

Benefits

£26,000 starting salary

Flexibility to work from home 1 day/week

Comprehensive health insurance

Generous parental benefits

Stock options

Qualifications

• Enjoy helping people and building rapport.
• Natural communicator on phone and in writing.
• Quick learner with problem-solving skills.
• Thrives in a collaborative environment.

Responsibilities

• Guide customers through the car-selling process.
• Manage post-sale inquiries and resolve issues.
• Build genuine connections with sellers.
• Utilize CRM systems for data accuracy.

Skills

Customer communication

Problem-solving

Detail-oriented

Team collaboration

Job description

About Motorway

Motorway is the UK’s fastest-growing used car marketplace – our award winning, online-only platform connects private car sellers with over 7,500 verified dealers nationwide, who compete to offer the best price. Founded in 2017, our technology makes the process refreshingly easy, earning us an 'Excellent' Trustpilot rating with over 70,000 reviews. We're not just building a platform; we're changing how people sell cars.

Backed by leading investors like Index Ventures and ICONIQ Growth, and following a successful $190 million funding round, we're on a mission to transform the used car market.

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.

Role

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:

• Seller Sales Specialist: The first point of contact for customers using the Motorway platform, guiding them through the initial stages of their car-selling journey and setting customer expectations.
• 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.

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

• 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

• £26,000 starting salary
• 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 to help nail that work-life balance
• 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 including budget for books, courses, conferences, etc!
• Opt-in comprehensive health insurance through BUPA including dental care and fitness discounts
• Cycle to work scheme – save big on a new bike and accessories
• One paid volunteering day a year for you to use as you wish
• Generous parental benefits including 6 months full paid maternity leave, 4 weeks paternity leave and workplace nursery scheme
• ... and much more!

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.