Dealer Support Team Lead

About Motorway

Motorway 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.

Our Dealer Operations Team play a vital role in ensuring Dealers’ purchasing through Motorway have a positive experience and excellent customer service.

This role requires a proactive and analytical leader to manage and mentor a team of Dealer Support and Dealer Governance Agents. You'll be responsible for overseeing the team's performance, using key metrics to drive continuous process improvements, and ensuring efficient operations.

About the role

• Team Leadership: Leading and managing a team of Dealer Support and Dealer Governance Agents, providing guidance, support, and coaching to help them achieve team goals.

• Performance Monitoring: Continuously monitoring team and individual performance and productivity, tracking and reporting on Key Performance Indicators (KPIs).

• Metric Ownership: Maintaining oversight of key performance metrics related to our Dealer Operations team, service and performance - taking ownership to drive performance enhancements and process improvements.

• Communication: Ensuring timely, clear, and concise communication of information to senior stakeholders through appropriate channels and formats.

• Analytical Skills: Analysing data and information sets, breaking them down to identify patterns, trends, and insights.

• Problem and Escalation Resolution: Identifying, addressing, and resolving problems proactively, using critical thinking and analytical skills to develop effective solutions and preventions.

• Process Change: Proactively identifying and owning process optimisation and changes, from creating the documentation, to training and tracking change impacts across Dealer Operations.

About you

• Previous experience managing a team and coaching them.

• Experience analysing data in project work in a customer service capacity, producing reports in easy-to-understand formats.

• Excellent communication and stakeholder management skills with the ability to feed back findings to key stakeholders, obtaining actions.

• Experience identifying continuous improvement opportunities for enhancing business operations and work with cross-functional teams to implement positive change.

• Ability to multitask and work under time pressure. You are accountable for your own workload and are results driven.

• You have a strong attention to detail, with the ability to identify opportunities for improvement.

You could be a great fit if

• You are passionate about delivering outstanding customer experiences.

• You are a proactive problem-solver who enjoys taking initiative.

• You are data-driven and have a keen eye for detail.

• You thrive in a fast-paced environment and enjoy collaborating with others.

• You are a strong communicator with excellent presentation skills.