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Transport Operations Team Lead
2 months ago
Motorway is a leading online used car marketplace in the UK, connecting private car sellers with verified dealers nationwide. Our technology-led approach has revolutionized the car selling experience, generating thousands of monthly car sales and driving growth to over 400 employees across London and Brighton.
About the RoleThe timely and efficient collection and delivery of vehicles is a critical aspect of the Motorway experience. As a Transport Team Leader, you will lead a team of Transport Executives in delivering a high-quality customer experience through effective leadership, coaching, and performance management.
Key Responsibilities- Lead a team of Transport Executives by setting goals and providing direction, support, and coaching to ensure the achievement of team goals and objectives.
- Monitor performance and productivity, tracking key performance indicators (KPIs) such as telephony and email service levels, agent productivity, and quality.
- Convey information clearly, concisely, and in a timely manner to stakeholders, using appropriate channels and formats.
- Own the resolution of customer escalations, including taking personal responsibility for resolution and contributing to root cause analysis.
- Identify and address challenges in a proactive and solution-oriented way, using critical thinking, analytical skills, and collaborating with other areas of the business.
- 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: you can prioritize 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.
- 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
Motorway is committed to equality of opportunity for all employees. We work 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 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.
