Team Leader

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

Document collection is a value-added service provided to purchasing Dealers. It is the critical first step in Motorway’s 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.

The Document collection process is nuanced with a degree of complexity. There are dependencies on seller behaviour, multiple document types, strict verification policies and procedures and the process is time sensitive.

As Motorway’s Document Collection Team Leader, you will be responsible for the overall performance of the function. You will need to ensure service level agreements (SLAs) are met across speed, accuracy, quality and productivity dimensions. You will lead a small onshore team and work closely with our BPO partners to deliver the services.

An important aspect of this role is reporting and analysis. You will be expected to monitor performance in real time so that you intricately understand what is going on. With a number of post-sale stakeholders directly impacted by Document Collection, proactive communication is vital.

Key Responsibilities:

• Team Management: Lead a team of Document Collection Agents, providing direction, support, and coaching to ensure the achievement of team goals and objectives.
• Performance Monitoring: Monitor performance and productivity, tracking key performance indicators (KPIs).
• Effective Communication: The ability to convey information clearly, concisely, and in a timely manner to stakeholders, using appropriate channels and formats.
• Analytical Thinking: Analysing information or data sets by breaking them down into smaller components and examining each component carefully to extract insights or identify patterns.
• Problem solving: Identifying and addressing challenges in a proactive and solution-oriented manner, leveraging critical thinking and analytical skills.

Requirements

• You have demonstrable experience in a Team Leader or supervisory role.
• You have worked in a contact centre with a proven record of delivering great customer service.
• Ideally you have some prior experience in document verification, fraud detection, or a similar background.
• You have ideally worked with BPO partners before.
• You have experience working with ticketing systems e.g. Zendesk.
• You communicate well (written and verbal) and proactively manage stakeholders.
• Strong time management skills: you can prioritise and work to tight deadlines.
• You are adaptable and flexible, allowing you to adjust to changing priorities or unexpected challenges.

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.