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For Companies At a Glance
- Tasks: Lead a dynamic team to deliver top-notch support and improve operational processes.
- Company: Join Motorway, the UK's fastest-growing used car marketplace with an innovative online platform.
- Benefits: Enjoy flexible work, stock options, health insurance, and generous parental leave.
- Why this job: Be part of a mission to transform the used car market while developing your leadership skills.
- Qualifications: Experience in customer service or operations management with strong leadership abilities.
- Other info: Work in a vibrant office with social events, free snacks, and a focus on personal development.
The predicted salary is between 36000 - 60000 £ per year.
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.
About the team
If 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 Role
- Team 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 you
You 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 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.
Interview Process
- Initial Screen with Talent - 30 mins
- Interview 1 (virtual or onsite) - 60 mins - Hiring Manager
- Case 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 Manager
- Interview 3 (virtual or onsite) - 60 mins - Director of Dealer Services
What you’ll get
- Great work-life balance with standard shifts from 8:45am to 5:30pm.
- Sea fronted office location with regular social events, office drinks, weekly massages and free snacks to keep you going.
- Flexibility to work from home 1 day per week.
- Stock options so you can share in Motorway’s growth and future success.
- Pension scheme to plan for your future with our provider NEST.
- Strong commitment to your personal development.
- Opt-in comprehensive health insurance through BUPA including fitness discounts.
- Cycle to work scheme.
- Generous parental benefits including 6 months full paid maternity leave, 4 weeks paternity leave.
- … and much more!
Dealer Support Manager in Brighton employer: Motorway
Contact Detail:
Motorway Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Dealer Support Manager in Brighton
✨Tip Number 1
Get to know the company inside out! Research Motorway's mission, values, and recent achievements. This will help you tailor your conversations during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice makes perfect! Prepare for the interview by going through common questions related to team leadership and operational management. Think about your past experiences and how they align with what Motorway is looking for.
✨Tip Number 3
Show off your problem-solving skills! Be ready to discuss specific examples where you've tackled complex customer issues or improved processes. This will demonstrate your ability to thrive in a fast-paced environment like Motorway.
✨Tip Number 4
Don’t forget to ask questions! Prepare thoughtful questions about the team culture, performance metrics, and growth opportunities. This shows you're not just interested in the role, but also in contributing to the team's success.
We think you need these skills to ace Dealer Support Manager in Brighton
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Dealer Support Manager role. Highlight your experience in customer service and operational management, and show us how you can lead a team effectively.
Showcase Your Problem-Solving Skills: In your written application, give examples of how you've tackled complex issues in the past. We want to see your proactive approach and how you’ve improved processes or resolved customer concerns.
Be Data-Driven: Since this role involves reporting and analysis, include any relevant metrics or data you've worked with. Show us how you’ve used data to drive decisions and improve performance in your previous roles.
Apply Through Our Website: We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Motorway
✨Know Your Stuff
Before the interview, make sure you understand Motorway's mission and how it operates. Familiarise yourself with their platform and the role of a Dealer Support Manager. This will help you answer questions confidently and show your genuine interest in the company.
✨Showcase Your Leadership Skills
Since this role involves managing a team, be prepared to discuss your leadership style and provide examples of how you've successfully led teams in the past. Think about specific situations where you improved performance or resolved conflicts, as these will demonstrate your capability.
✨Prepare for the Case Study
The case study is a crucial part of the interview process. Take time to think about a process you've improved or a problem you've solved in previous roles. Structure your one-page document clearly, highlighting the challenge, your approach, and the results achieved.
✨Ask Insightful Questions
At the end of the interview, you'll likely have the chance to ask questions. Use this opportunity to inquire about the team's culture, ongoing projects, or how success is measured in the role. This shows your enthusiasm and helps you gauge if the company is the right fit for you.
