Complaint & Escalation Handler

Who are we?

We are Motorpoint, the UK’s leading omnichannel car retailor of nearly new cars. We focus on providing our customers with unrivaled choice, quality, service and value in whatever way our customers want. Online? We deliver. In store? We deliver. At home? We deliver (we literally do).

We believe that by creating a fantastic place to work for our colleagues, we will create the best possible experience for our customers and that will fuel the growth of our amazing business and the careers and opportunities for our colleagues.

So if you want to work with an amazing group of people, who are fun, friendly and get stuff done and who bring our values to life – PROUD, HAPPY, HONEST, SUPPORTIVE – by working TOGETHER, than Motorpoint is the place to be and we are on a mission!

The Role

If you were to join us as a Complaint & Escalation Handler here is what you want to know.

Salary: £26,000 per annum

Location: Newport

Hours/shift pattern: 40 hours, Monday – Friday.

What will you be getting up to?

Complaint Handling:

• Manage and resolve customer complaints in a timely and professional manner
• Investigate the root causes of complaints, coordinating with relevant departments to resolve issues
• Maintain accurate and detailed records of complaints, actions taken, and resolutions provided
• Provide written and verbal responses to customers, ensuring clear, concise, and empathetic communication.

Escalation Management:

• Handle escalated issues from other teams and departments or complex cases that require specialised attention
• Act as Support for escalations and high-priority cases, ensuring swift and satisfactory resolutions
• Engage with senior management, legal teams, or external bodies if necessary for issue resolution.

Customer Communication:

• Ensure all customer interactions are handled with a high level of empathy, professionalism, and clarity
• Provide updates to customers on the progress of their complaint or escalation
• Offer solutions, including goodwill gestures, compensation, or alternative resolutions, when appropriate.

Process Improvement:

• Identify trends and patterns in complaints and escalations to suggest improvements to processes or customer experience
• Provide feedback to relevant departments (e.g., product development, service teams) to help reduce recurring issues.

Compliance and Reporting:

• Ensure all complaint handling complies with company policies, industry regulations, and legal requirements
• Prepare regular reports on complaint volumes, types, resolution times, and escalations for management review.

Team Collaboration:

• Work closely with teams to provide guidance on complex cases
• Share best practices and contribute to the overall improvement of customer service standards.

What do we need from you?

Essential:

• Proven experience in complaint handling, customer service, or escalation management

• Excellent written and verbal communication skills

• Strong problem-solving abilities and attention to detail

• Empathy and active listening skills when dealing with distressed or dissatisfied customers

• Ability to manage multiple cases simultaneously and prioritize workload under pressure.

Desirable:

• Experience in the Motor Trade industry

• Knowledge of industry-specific complaint resolution frameworks or legal requirements.

What is in it for you?

• Paid time off every month to do something that makes you happy
• 28 days holiday plus days off for your birthday, getting married or moving house
• Additional holidays for length of service
• Long service awards
• Staff discount on cars and finance options
• Discounts & cash back at hundreds of high street retailers & restaurants through our “My M.O.T” platform
  
• Smart Tech in partnership with Currys
• Cycle to work
• Pension
• Healthcare
• Enhanced Parental Leave
• Employee Assistance Programme (EAP)
• Vocational and personal development training courses
• Quarterly team socials
• Team feasts
• Scratch card rewards
• Sharesave scheme (SAYE)
• Plus much more!

We encourage applications from people of all backgrounds and would ask you to get in touch if you are concerned about any barriers you feel you may be facing in your application process with us, so we can ensure they are removed