Dealer Support Manager

About MotorwayMotorway 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.About the teamIf you have experience in customer service or operational management, you've managed projects and created reports - this could be the perfect role for you. You'll be joining our Dealer Services department - a brilliant team of positive, enthusiastic, and dedicated people.In this role, you'll be a champion for delivering excellent service to our Dealerbase. This means managing our brilliant team of Operational Leads, ensuring we are adhering to service level agreements, actively working on initiatives to improve the quality or effectiveness of our service - and much more.About the RoleKey ResponsibilitiesTeam Leadership & Performance Management: Directly manage and coach a team of >20 people (including multiple Team Leaders), providing guidance and support to ensure agents meet individual and team performance metrics, quality standards, and service level agreements (SLAs).Operational Execution & Monitoring: Oversee the daily operations of Dealer Support, Transport Operations, Durban data entry, Dealer Resolutions and Premium Service, monitoring real-time performance, managing call queues, and ensuring efficient resource allocation to maintain service levels.Process Adherence & Improvement: Ensure strict adherence to established operational procedures and policies, identifying opportunities for process improvements and working with the Dealer Operations leader to implement changes.Agent Development & Engagement: Foster a positive and productive work environment, conducting regular performance reviews, identifying training needs, and implementing development plans for Team Leads and agents.Customer Issue Resolution: Act as an escalation point for complex customer issues, ensuring timely and effective resolution while upholding customer satisfaction standards.Reporting & Analysis: Prepare and analyze performance reports, identifying trends, highlighting areas for improvement, and providing insights and recommendations to Dealer Operations Lead.Workforce Management Collaboration: Work closely with the Workforce Management team to ensure optimal staffing levels, efficient scheduling, and accurate forecasting for their respective operational unit.Quality Assurance & Compliance: Partner with the Quality Assurance team to monitor call quality, provide feedback, and ensure compliance with all relevant regulations and company standards.About youYou are an experienced leader with a proven track record of managing and mentoring people to achieve high performance, quality standards, and service level agreements (SLAs).You possess a keen operational and analytical mindset, capable of monitoring real-time performance, efficiently allocating resources, and analyzing reports to identify trends and drive process improvements.You thrive in a fast-paced environment and are an expert in problem-solving and acting as a final escalation point to ensure timely and effective resolution of complex customer issues.You are a champion of positive culture and development, dedicated to fostering a productive work environment, conducting effective performance reviews, and implementing development plans.You have strong collaboration skills and can effectively partner with teams like Workforce Management and Quality Assurance to optimize staffing, scheduling, and overall compliance.You could be a great fit ifYou are passionate about delivering outstanding customer experiencesYou are a proactive problem-solver who enjoys taking initiativeYou are data-driven and have a keen eye for detailYou thrive in a fast-paced environment and enjoy collaborating with othersInterview ProcessInitial Screen with Talent - 30 minsInterview 1 (virtual or onsite) - 60 mins - Hiring ManagerCase Study / Skills assessment - Short exercise to gauge approach to setting up solutions or solving problems; "Write a 1 page document detailing a process that you have set up or scaled to improve something /solve a problem."Interview 2 (virtual or onsite) - 60 mins - Head of Transport or Sales Support ManagerInterview 3 (virtual or onsite) - 60 mins - Director of Dealer ServicesWhat you'll getGreat work-life balance with standard shifts from 8:45am to 5:30pmSea fronted office location with regular social events, office drinks, weekly massages and free snacks to keep you goingFlexibility to work from home 1 day per weekStock options so you can share in Motorway's growth and future successPension scheme to plan for your future with our provider NESTStrong commitment to your personal developmentOpt-in comprehensive health insurance through BUPA including fitness discountsCycle to work scheme Generous parental benefits including 6 months full paid maternity leave, 4 weeks paternity leave... and much more