Customer Support Team Lead

Motorway is the UK’s fastest-growing used car marketplace – our award winning, online-only platform connects private car sellers with over 7,500 verified dealers nationwide, who compete to offer the best price. Founded in 2017, our technology makes the process refreshingly easy, earning us an 'Excellent' Trustpilot rating with over 70,000 reviews. We're not just building a platform; we're changing how people sell cars.

Backed by leading investors like Index Ventures and ICONIQ Growth, and following a successful $190 million funding round, we're on a mission to transform the used car market.

Hi I’m Lucy, Sales Support Manager at Motorway, and I’m looking for a Team Leader to join our Document Collection team. This team is the unsung hero of our post-sale process, ensuring a smooth handover for our dealers by working directly with sellers to gather and verify essential documents. We're a tight-knit bunch who thrive on problem-solving and collaboration, and we play a crucial role in making Motorway's magic happen. If you're looking for a role where you can make a real impact and work with a supportive team, this could be the perfect opportunity.

As a Team Leader, you’ll be responsible for the overall performance of the document collection function. This includes supplier management and ensuring our SLAs are met across speed, accuracy, quality, and productivity. It’s a role with a degree of complexity, as the document collection process is nuanced, with dependencies on seller behaviour, multiple document types, strict verification policies and procedures, and time sensitivities. A key part of the role involves reporting and analysis, so you'll be expected to monitor performance in real-time to develop a deep understanding of operational dynamics. Due to the direct impact on numerous post-sale stakeholders, proactive communication is essential. Your responsibilities will include:

• Supplier Management: Proactively managing and collaborating with our Business Process Outsourcing (BPO) partners to ensure service delivery meets our expectations and requirements.

• Metric Ownership: Maintaining oversight of key performance metrics related to the document review process, taking ownership to drive performance enhancements and process improvements.

• Team Leadership: Leading and managing a small team of Document Specialists, providing guidance, support, and coaching to help them achieve team goals.

• Performance Monitoring: Continuously monitoring team and individual performance and productivity, tracking and reporting on Key Performance Indicators (KPIs).

• Communication: Ensuring timely, clear, and concise communication of information to senior stakeholders through appropriate channels and formats.

• Analytical Skills: Analysing data and information sets, breaking them down to identify patterns, trends, and insights.

• Problem Resolution: Identifying, addressing, and resolving challenges proactively, using critical thinking and analytical skills to develop effective solutions.

• Proven experience in a team leader or supervisory role.

• Demonstrated experience working in a contact centre environment with a track record of delivering excellent customer service.

• Experience using ticketing systems, such as Zendesk.

• Excellent written and verbal communication skills, with the ability to proactively manage stakeholders.

• Strong time management and prioritisation skills to meet tight deadlines.

• Adaptability and flexibility to adjust to changing priorities and unexpected challenges.

• You have prior experience in document verification, fraud detection, or related fields.

• You have experience working with BPO partners.

• You're passionate about delivering a great experience.

• You're a strong communicator who can explain complex information clearly.

• You're a proactive problem-solver.

• You're a team player who enjoys collaborating with others.

Our interview process contains the following stages:

• Qualifying Screen - 30 minutes

• Hiring Manager Interview - 60 minutes

• Final Interview (onsite depending on team) - 60 minutes

You can expect to hear back from us within a week of each interview stage. You'll have the opportunity to speak with a talent partner throughout the interview process should you have any questions or need any type of accommodations.