Operations Associate

4 weeks ago

Manchester, New Hampshire, United Kingdom Otto Car Full time

Job Title: Operations Associate

Location: Manchester

Reports To: Launch Manager

Salary: £27,000 - £28,000 per annum

About Us:

Otto Car is one of the UK's fastest-growing private companies in the mobility sector. Helping to get private hire drivers on the road to ownership, our mission is to bring our loved ones home safely. With roots in London, we are expanding our reach to bring affordable, sustainable vehicle ownership solutions to drivers across the UK.

Since our humble beginnings with a single Toyota Prius nine years ago, we've grown into Europe's largest fleet of electric vehicles on ride-hailing platforms like Uber and Bolt, with thousands of vehicles on the road. We've supported over 20,000 drivers in achieving financial independence and are proud to lead the way in helping private hire drivers transition to a greener future.

Joining Otto Car means becoming part of a fast-paced and values-driven scaleup, playing a key role in shaping our future growth and success as we expand regionally in the UK.

About the role:

As part of our newly launched Manchester expansion we are looking to grow out our team to help support increasing demand. The Manchester Sales & Operations Associate will play a vital role in driving this growth by ensuring efficient, customer-focused delivery across the region. This dynamic role requires someone resourceful, adaptable, and eager to take initiative, with the ability to work collaboratively with central teams in London using technology and digital tools. As our Manchester model develops, the ability to adapt to change and contribute to its success will be key. By helping maintain operational excellence, their role will help ensure an outstanding customer experience.

Key Responsibilities:

  • Top-of-Funnel Qualification: Efficiently qualify inbound leads, ensuring timely responses. Capture and record detailed qualification data, maintaining comprehensive notes to enable seamless handoff to the Regional Sales Manager (RSM).
  • End-of-Funnel Account Management: Oversee payment processing, documentation, and licensing needs for leads that are closed-in-principle. Collaborate with internal teams, such as Credit Control, to facilitate a smooth customer journey, always worthy of five-star reviews
  • Proactive Communication: Serve as the first point of contact for all Manchester inbound calls. Minimise call volume by proactively keeping leads and customers updated via FreshDesk, email, and outbound calls, effectively 'account managing' their experience.
  • Delivery Coordination: Oversee logistics by managing third-party providers and internal stakeholders. Travel to customer delivery sites as required, ensuring seamless deliveries and keeping customers informed every step of the way
  • In-Person Troubleshooting: Manage the small number of operational challenges requiring physical intervention with vehicles. Coordinate with third-party suppliers, such as vehicle repair shops or service providers, to resolve problems efficiently and ensure minimal customer disruption.
  • Operational Efficiency: Identify and escalate process inefficiencies to management. Maintain organised records and ensure full visibility across the sales funnel and fulfilment stages using the CRM platform (ActiveCampaign).

Skills and Qualifications:

Essential

  • 2-3 years of experience in customer service, operations, or administrative roles
  • Interest in working at a technology-enabled company that combines real-world assets with digital tools
  • Familiarity and confidence with SaaS/digital products and CRM systems
  • Strong problem-solving skills, with the ability to adapt to evolving processes and contribute to improvements
  • Excellent organisational abilities to manage multiple tasks, prioritise effectively, and meet deadlines
  • Proficiency in clear and professional communication, both written and verbal
  • A self-starter who is proactive and comfortable working in a fast-paced environment
  • A valid & clean full UK Driver's License

Desired

  • Exposure to the motor industry, transportation, or private hire sectors a plus, but not required

Our values:

We make our mothers proud: We follow our moral compass, recognising what's right, and aren't afraid to call out what's wrong

Egos are left at the door: We value integrity, humility, and honesty, embracing feedback with open arms as a chance to grow and learn

Own what matters, not what's easy: We focus on meaningful results, committing effort to purposeful work, and leaving tick-box tasks behind

Why Join Us?

At Otto Car, we combine purpose with ambition. By joining our team, you'll work alongside dedicated individuals from diverse backgrounds, united by a shared mission. As a bootstrapped business, we have the freedom to innovate and make meaningful impacts - both within our team and for our customers. You'll play a pivotal role in shaping the future of mobility in the UK while being part of a values-driven, fast-growing company that truly invests in its people.

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