Transport Operations Team Lead

1 week ago

Brighton, Brighton and Hove, United Kingdom Motorway Full time

About Motorway

Motorway is a leading online used car marketplace, connecting private car sellers with verified dealers nationwide. Our technology-led approach has redefined the car selling experience, generating thousands of monthly car sales and driving growth to over 400 employees across London and Brighton offices.

About the Role

Transport is a critical final step in the Motorway journey, with vehicle collection being the only physical interaction with Motorway. Ensuring a high-quality experience is vital, making timely and efficient collection and delivery a key priority.

The Transport Operations team facilitates smooth collections through selected third-party providers. We value innovation, collaboration, and a customer-first approach, fostering a dynamic and inclusive environment where team members can share ideas and grow professionally.

The Transport Team Lead is responsible for delivering a high-quality customer experience through effective leadership, coaching, and performance management of a team of Transport Executives. Working closely with internal and external stakeholders, the Transport Team Lead ensures service level agreements (SLAs) are met across speed, quality, and productivity metrics through an engagement-focused leadership approach.

The role holder will collaborate closely with other teams to deliver a joined-up and seamless end-to-end customer experience, including operational teams, technology and development teams, and third-party providers.

Key Responsibilities

  • Team Management: Lead a team of Transport Executives by setting goals and providing direction, support, and coaching to ensure team goals and objectives are achieved.
  • Performance Monitoring: Monitor performance and productivity, tracking key performance indicators (KPIs) such as 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 Lead 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 and telephony systems.
  • Strong communication skills (written and verbal) and proactive stakeholder management.
  • Strong time management skills: ability to prioritize and work to tight deadlines.
  • Adaptable and flexible, allowing adjustment to changing priorities or unexpected challenges.
  • Experience with CRM tools and customer feedback systems 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.

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