At a Glance
- Tasks: Lead a dynamic team in after-sales operations and negotiate to enhance customer satisfaction.
- Company: Join a fast-growing car buying company with a strong market presence.
- Benefits: Enjoy a competitive salary, performance bonuses, and great perks like free food Fridays.
- Other info: Be part of a collaborative culture focused on growth and positive change.
- Why this job: Make a real impact while leading a team in a thriving, innovative environment.
- Qualifications: Proven negotiation skills and experience in customer service or operational leadership.
After-Sales & Customer Operations Manager £40,000 to £55,000 plus performance related bonus Tangmere, Chichester – Onsite role
About Us
We are the clear market leader in our sector and one of the fastest-growing car buying companies in the world. In the UK we generate over 100,000 customer enquiries each month and book tens of thousands of vehicles over the same period through our high-traffic websites and nationwide operations. We have now launched across the United States, with multiple States already live and an ambitious plan to expand nationwide. Our rapid expansion and success have been driven by outstanding people, a strong culture, and our ability to lean into the advantages of cutting-edge technology. We are not a speculative startup. We have been established for over 15 years, are highly profitable, and have achieved this scale without external funding. That gives us both security and momentum – and yet, despite our size, we have kept the excitement, energy and ambition of a startup. Our team is collaborative, ambitious and relentlessly driven to be the best and most exciting place to work in our sector. Our aim is bold: to build a billion-dollar valuation within the next five years. Along the way, we want our growth to make a positive difference to others. We have already donated over £1 million to various charities, and as we scale, so too will our donations.
About the Role
We are looking for a hands-on, commercially minded manager with strong operational leadership and negotiation skills. This role would suit someone experienced in managing customer operations, after-sales teams, escalations, or service-based environments where balancing customer experience with commercial outcomes is essential. A major part of this role is skilled negotiation: keeping deals on track when issues arise, protecting margin, maximising completed collections across the business, and ensuring revised outcomes are commercially sound, fair, and professionally handled. You will lead the After-Sales & Customer Operations team, who coordinate vehicle collections, manage discrepancies, negotiate adjusted prices, and handle customer complaints. Your leadership, decision-making, and commercial judgement will be crucial in maintaining profitability, reducing cancellations, maximising successful collections, and driving operational standards across the department.
Key Responsibilities
- TEAM LEADERSHIP & STRUCTURE
- Lead, support, and manage a team of After-Sales Coordinators, setting clear expectations and processes.
- Build a transparent, fair, and stable culture with consistency in communication and behaviour.
- Ensure compliance with all operational and negotiation procedures.
- Coach and develop the team to improve negotiation capability, customer handling, and operational performance.
- AFTER-SALES OPERATIONS
- Oversee the full lifecycle of vehicle collections once booked by Sales.
- Ensure the team assesses customer or operational discrepancies accurately and follows structured negotiation and resolution processes.
- Support consistent decision-making across customer issues, pricing changes, and operational challenges.
- Drive process improvements to improve customer experience, reduce cancellations, and increase operational efficiency.
- NEGOTIATION & COMMERCIAL MANAGEMENT
- Lead or oversee complex negotiations to maximise completed collections and retain deals wherever commercially viable.
- Train and support the team in managing pricing or service changes confidently and professionally.
- Balance customer experience with strong commercial discipline.
- Make final decisions on disputed cases, weighing customer impact, operational considerations, and profitability.
- Protect commercial performance while minimising unnecessary cancellations and lost collections.
- CUSTOMER ISSUE RESOLUTION
- Handle escalated issues with a calm, professional approach.
- Resolve customer disputes confidently while protecting the interests of the business.
- Implement improvements to reduce recurring customer or operational issues.
- COMMERCIAL ACCOUNTABILITY
- Monitor KPIs including negotiation success, cancellation rates, collections performance, profitability, and customer satisfaction.
- Ensure incentive schemes are used fairly and not manipulated.
- Identify process gaps and implement improvements.
- Produce regular reports and operational insights for senior leadership.
- CROSS-FUNCTIONAL COLLABORATION
- Work closely with Sales, Transport, and Finance teams to improve operational efficiency and customer outcomes.
- Support improvements in pricing accuracy, customer communication, and collections performance.
- Help drive alignment and accountability across departments.
Skills & Experience Required
Essential
- Strong, proven negotiation skills – able to manage difficult conversations, retain business, and protect commercial outcomes.
- Experience leading a team in an operational, customer service, after-sales, contact centre, or service delivery environment.
- Commercially aware with strong decision-making ability.
- Skilled in handling escalations, complaints, and customer disputes.
- Experience working to KPIs, performance targets, and structured operational processes.
- Excellent verbal and written communication skills.
- Strong organisational and people management capability.
Desirable
- Automotive or vehicle-related knowledge would be a strong advantage, but is not essential.
- Experience within high-volume operational, logistics, customer service, retail, marketplace, or service-led businesses.
- Experience improving processes, workflows, or team structures.
- Experience managing teams within fast-paced or scaling businesses.
Personal Attributes
- Strong, fair leader who can stabilise and develop a team.
- Commercially minded with sound judgement and decision-making ability.
- Resilient, calm under pressure, and solutions-focused.
- Consistent, transparent, and able to hold people accountable.
- Improvement-focused, proactive, and operationally driven.
What We Offer
- Competitive salary + performance-related bonus.
- Opportunity to lead and improve a business-critical team.
- Supportive senior leadership and room to implement change.
- Benefits and Perks
- Comprehensive pension package.
- Wellbeing and employee support programme.
- Discounted gym memberships and on-demand GP service.
- Retail and leisure discounts across major brands.
- Regular team events, summer and Christmas parties.
- Free food Fridays and fresh fruit available for staff working on site.
- Free on-site parking.
- Discounted garage services for vehicle owners.
- Counselling and financial assistance helplines.
Customer Operations Manager in Tangmere employer: Scrap Car Comparison
As a leading car buying company with a strong market presence, we offer an exciting opportunity for a Customer Operations Manager to join our dynamic team in Tangmere, Chichester. Our collaborative work culture fosters employee growth and development, supported by a comprehensive benefits package that includes performance-related bonuses, wellbeing programmes, and regular team events. With a commitment to making a positive impact through charitable donations and a focus on operational excellence, we provide a rewarding environment for those looking to thrive in a fast-paced, innovative setting.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Operations Manager in Tangmere
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and how they align with your own. This will help you stand out and show that you're genuinely interested in being part of the team.
✨Tip Number 3
Practice your negotiation skills! Since this role involves a lot of negotiation, consider role-playing scenarios with friends or mentors. The more comfortable you are, the better you'll perform when it counts.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're serious about joining our awesome team!
We think you need these skills to ace Customer Operations Manager in Tangmere
Some tips for your application 🫡
Show Off Your Negotiation Skills:Since negotiation is a big part of the role, make sure to highlight your experience in handling tough conversations and retaining business. Use specific examples that demonstrate your ability to balance customer satisfaction with commercial outcomes.
Tailor Your Application:Don’t just send a generic CV and cover letter! Tailor your application to reflect the key responsibilities and skills mentioned in the job description. We want to see how your experience aligns with what we’re looking for in a Customer Operations Manager.
Be Clear and Concise:When writing your application, keep it clear and to the point. Use bullet points where possible to make it easy for us to read through your qualifications and experiences. We appreciate straightforward communication!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Scrap Car Comparison
✨Know Your Numbers
Before the interview, brush up on key performance indicators (KPIs) relevant to customer operations. Be ready to discuss how you've successfully managed KPIs like cancellation rates and customer satisfaction in your previous roles.
✨Showcase Your Negotiation Skills
Prepare specific examples of challenging negotiations you've handled. Highlight how you balanced customer satisfaction with commercial outcomes, as this role heavily relies on strong negotiation capabilities.
✨Understand the Company Culture
Research the company’s values and culture. Be prepared to discuss how your leadership style aligns with their collaborative and ambitious environment, showcasing your ability to build a transparent and fair team culture.
✨Ask Insightful Questions
Prepare thoughtful questions about the team dynamics, operational challenges, and future goals of the After-Sales & Customer Operations department. This shows your genuine interest in the role and helps you assess if it’s the right fit for you.
