Summary

The Dealer Resolutions Specialist owns complex dealer complaints and escalations for Motorway’s online car marketplace. The role coordinates incident responses, mitigates reputational and compliance risks, and uses complaint trends to help improve processes.

Responsibilities

• Resolve complex dealer escalations from intake through closure
• Assess brand and legal risks in complaints
• Coordinate responses to critical service incidents
• Award goodwill gestures, compensation, and fee waivers
• Analyze complaint trends and identify recurring causes
• Ensure case records meet regulatory and SLA requirements