Document Verification Specialist

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 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 400 people across our London and Brighton offices.

About the role

This is an exciting opportunity to join Motorway’s Document Team. Document collection is a value-added service provided to purchasing Dealers, and it is the critical first step in the post-sale experience. The Document collection team works with Sellers to collect and verify their documents ahead of the collection of their vehicle and payment.

To deliver an exceptional Document collection service to our Dealers, we have to be fast, accurate and customer-centric. Attention to detail is an important requirement to ensure adherence to our guidelines and procedures, as well as multi-tasking, prioritisation, and problem solving to thrive in our fast-paced environment with stringent deadlines. This role involves direct interaction with customers so professionalism, helpfulness, and responsiveness are essential traits for success. You will be working directly with key stakeholders to ensure agreed service levels are met.

Key responsibilities:

• Utilise your proactive and accountable mindset to ensure a smooth customer journey.

• Work collaboratively with internal teams to deliver exceptional customer experiences.
• Verify and authenticate documents to accurately capture and maintain records, ensuring they adhere to Motorway processes and procedures.
• Identify and escalate discrepancies, and suspicious or potentially fraudulent activity.
• Effective in/outbound communication with Sellers (phone and written correspondence) to request additional information or clarification regarding submitted documents, as needed.
• Communicate with our Dealers (phone and written correspondence) regarding individual cases that may fall outside of Motorway's regular process.

Requirements

• A customer-centric approach with the ability to meticulously analyse and review documents, paying close attention to detail and accuracy.
• Critical thinker with the ability to identify discrepancies using a solutions-oriented mindset.
• Ideally, you have prior experience in document verification, fraud detection, or a similar role.
• Excellent communication (written and verbal) and interpersonal skills, with the ability to effectively interact with customers and colleagues.
• Time management skills, with the ability to prioritise and work to tight deadlines.
• Being adaptable and flexible, able to adjust to changing priorities or unexpected challenges without sacrificing speed or quality of work.
• Ability to work independently with minimal supervision and prioritise tasks in a fast-paced environment.

Benefits

• BUPA health insurance
• Discounted dental through BUPA
• Discounted gym membership through BUPA
• Hybrid working - opportunity to work from home one day a week (subject to approval)
• On-Hand volunteering membership + volunteering day
• Pension scheme
• Motorway car leasing scheme - lease a zero-emissions electric vehicle at a significant discount
• Enhanced maternity/paternity leave
• Cycle to work scheme
• A fun working environment with regular social events

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.