Team Leader - Customer Experience

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.