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Motorway • Brighton, United Kingdom

Team Leader - Customer Experience

Employment type:  Full time

1 day/week at home

A little flex time

Dog friendly

Apply now

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

Transport is the pivotal final step in the Motorway journey, with the vehicle collection process being the only physical interaction a seller has with Motorway. The timely and efficient collection and delivery of a vehicle is a real “moment of truth,” so it’s vital we are ensuring a high quality experience.

Working with a series of selected third-party providers, the Transport Operations team is responsible for the smooth facilitation of these collections.

At Motorway, we value innovation, collaboration, and a customer-first approach. We foster a dynamic and inclusive environment where team members are encouraged to share ideas and grow professionally.

The Transport Team Leader is responsible for delivering a high-quality customer experience through the effective leadership, coaching, and performance management of a team of Transport Executives. Working closely with key internal and external stakeholders, the Transport Team Leader will ensure service level agreements (SLAs) are met across speed, quality, and productivity metrics through an engagement-focused leadership approach.

The role holder will also be required to collaborate closely with other teams to deliver a joined-up and seamless end-to-end customer experience. This may include other operational teams, technology and development teams, as well as third-party providers.

Key Responsibilities

  • Team management: Lead a team of Transport Executives by setting goals and 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) such as telephony and email service levels, agent productivity and quality.
  • Effective communication: Convey information clearly, concisely, and in a timely manner to stakeholders, using appropriate channels and formats.
  • Manage escalations and complaints: Own the resolution of customer escalations, including taking personal responsibility for resolution and contributing to root cause analysis.
  • Problem solving: Identify and address challenges in a proactive and solution-oriented way, using critical thinking, analytical skills and collaborating with other areas of the business.

Requirements

  • Demonstrable experience in a Team Leader or supervisory role.
  • Experience in a contact centre with a proven record of delivering great customer service.
  • Demonstrable experience in coaching and performance management.
  • Experience working with ticketing systems (e.g. Zendesk) and telephony systems (e.g. Talkdesk).
  • Strong communication skills (written and verbal) and proactive stakeholder management.
  • Strong time management skills: you can prioritise and work to tight deadlines.
  • Adaptable and flexible, allowing you to adjust to changing priorities or unexpected challenges.
  • Experience with CRM tools such as Salesforce or customer feedback systems like Trustpilot is a plus.

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.

Company benefits

Health insurance
Enhanced maternity leave – 6 months fully paid
Enhanced paternity leave – 1 month fully paid
Cycle to work scheme
Volunteer days
Share options
Dog friendly office
Personal development budgets
In office massages
In office yoga classes
Faith rooms
Meditation space
Compassionate leave
Enhanced sick pay
Mental health platform access
Teambuilding days
Hackathons
Open to job sharing
Open to part-time employees
Location
82%
Employees are very happy with their working location freedom
Hours
81%
Employees are very happy with the flexibility in the hours they work
Benefits
59%
Employees are moderately happy with the benefits their company offers
Work-life balance
79%
Employees feel that they can switch off quite easily from work
Role modelling
78%
Employees feel that most people work flexibly
Autonomy
84%
Employees feel they have complete autonomy over getting their work done

Working at Motorway

Company employees

400+

Office locations

London & Brighton

Hiring Countries

United Kingdom

Awards & Achievements

Most flexible companies

Most flexible companies

Flexa100 2024
Consumer Goods

Consumer Goods

Industry awards 2023

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