Customer Support Team Lead

Job Description

Brighton Based

5 days/ week on site (Possibility to work 4 days/week on-site after probation)

Motorway is the UK’s fastest-growing used car marketplace – our award-winning, online-only platform connects private car sellers with thousands of verified dealers nationwide, ensuring everyone gets the best deal. Founded in 2017, our technology-led approach has redefined the experience of selling a car, generating thousands of monthly car sales and helping us to grow to a team of more than 500 people across our London and Brighton offices.

About the role

We are looking for someone with proven people management skills to lead a team of Dealer Support executives. You will be instrumental in embedding knowledge and implementing KPIs within the team, a strong communicator with a passion to resolve issues, drive team engagement and continually improve service delivery.

This role will report to the Dealer Operations Manager and you will work closely with other Motorway teams (including Transport partnerships, HR, Sales Support and Dealer account management).

This role requires the ability to hire, motivate and drive results from a large team and maintain a high level of service for our customers. Given the fast-paced and dynamic nature of Motorway, this role requires strong skills in prioritisation, communication and stakeholder management, and a general bias for action.

Key Responsibilities

• Responsible for the success of the Dealer Support team.
• Build and manage a team of up to 10 associates to deliver a strong service that supports internal and external partners.
• Conduct regular 121s with all team members to discuss performance, engagement and where required performance management.
• Responsible for setting productivity measures / KPIs for the team and individuals and reporting on these on a regular basis
• Build mechanisms to streamline existing operational processes and interact with other Motorway teams. Responsible for driving ongoing improvements to productivity and results.

Requirements

• Comfortable dealing with people issues, coaching and supporting team members to ensure performance and behaviours are in line with Motorway’s core values.
• A solid understanding of core KPIs and workforce management.
• Demonstrable experience in a Team Leader or supervisory role.
• A friendly, positive personality and willingness to work hard, manage people and be part of an enthusiastic team.
• Strong verbal and written communication skills.

Benefits

• A competitive salary
• BUPA private health insurance
• Annual learning budget with Learnerbly
• Enhanced Maternity/Paternity leave
• Pension Scheme
• Discounted Calm membership
• Cycle to work scheme
• A fun working environment with regular social events
• The chance to join a rapidly growing company that cares first and foremost about its people
• Fast career progression and the ability to develop your own skills and experience quickly

Equal Opportunities Statement

Motorway is committed to equality of opportunity for all employees. We work to provide a supportive and inclusive environment where all individuals can maximise their full potential. We believe our workforce should reflect a variety of backgrounds, talents, perspectives and experiences. Our strong commitment to a culture of inclusion is evident through our constant focus on recruiting, developing and advancing individuals based on their skills and talents.

We welcome applications from all individuals regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.

Given the continued spread of COVID-19 (coronavirus), all interviews will be conducted by phone or virtual connection to protect our candidates and employees.