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Transport Operations Team Lead
2 months ago
About Motorway
Motorway is a leading used car marketplace in the UK, known for its innovative approach to connecting private car sellers with verified dealers nationwide. Founded in 2017, our technology-led platform has revolutionized the car selling experience, generating thousands of monthly sales and driving growth to over 400 employees across London and Brighton.
About the Role
As a key player in the Motorway journey, the Transport Operations team ensures a seamless vehicle collection and delivery experience. This critical process is the only physical interaction between Motorway and sellers, making timely and efficient execution paramount. The Transport Team Leader will lead a team of Transport Executives, focusing on delivering exceptional customer experiences through effective leadership, coaching, and performance management.
Key Responsibilities
- Team Management: Lead a team of Transport Executives by setting goals, providing direction, support, and coaching to ensure team goals and objectives are met.
- Performance Monitoring: Monitor performance and productivity, tracking key performance indicators 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, 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 (Zendesk) and telephony systems (Talkdesk).
- Strong communication skills (written and verbal) and proactive stakeholder management.
- Strong time management skills: prioritizing and working to tight deadlines.
- Adaptable and flexible, adjusting 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 strive to provide a supportive and inclusive environment where all individuals can maximize 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 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.