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
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Scrap Car Comparison. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Scrap Car Comparison before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Operations Manager in Tangmere
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Scrap Car Comparison:Your cover letter is your chance to shine! Tell us why you want to work at Scrap Car Comparison specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Scrap Car Comparison!
How to prepare for a job interview at Scrap Car Comparison
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
