Customer Service QA Team Leader

Brighton, England, United Kingdom

11/17/2024

Motorway is the UK's fastest-growing used car marketplace - our award-winning, online-only platform connects private car sellers with thousands of verified dealers nationwide, ensuring everyone gets the best deal.

Founded in 2017, our technology-led approach has redefined the experience of selling a car, generating thousands of monthly car sales and helping us to grow to a team of more than 400 people across our London and Brighton offices.

Motorway is now valued at over $1 billion and is backed by some of the world's leading technology investors, having raised £143 million in Series C funding.

This is a unique opportunity to join a fast-growing scale-up at a crucial phase of growth and help change an industry for the better.

About The Team

👋 Hi, I'm Zoe, and I lead the Quality team here at Motorway. I'm looking for a strong QA Team Leader to join my team - it's a fantastic opportunity to make a real impact on a growing team and work across many different areas of the business.

If you have experience in customer service or sales within a contact centre environment, and you've worked on projects and created reports, this could be the perfect role for you. You'll be joining our customer experience department - a brilliant team of positive, enthusiastic, and dedicated people.

In this role, you'll be a champion for positive change within the business. This means conducting deep dives into our contact centre calls and processes, carrying out quality checks, and always keeping the customer journey front and centre. Spotting opportunities for improvement is key, and you'll be analysing your findings and presenting them to the wider business.

We're looking for someone who's truly customer-focused, ensuring our agents adhere to our quality processes, meet regulatory requirements, and deliver amazing service. Strong communication skills are vital, as you'll be providing fair and accurate feedback to key stakeholders in regular sessions.

About The Role

• Performing deep dives into company processes and customer interactions
• Conducting root cause analysis, creating reporting and holding feedback sessions with key stakeholders as well as running focus groups with various team members
• Managing a team within the QA department to achieve their objectives and SLAs, as well as developing their skills and careers
• Conducting real-time and retrospective quality assessments to ensure Motorway's quality standards are met, using knowledge and experience to determine whether the customer has received the correct outcome, processes have been adhered to and regulatory requirements have been met
• Evaluating technical skills, customer service and soft skills within Motorway's customer interactions
• Providing high quality and positive coaching and feedback to teams and suppliers on the standard of their evaluations
• Identifying and raising improvement opportunities, bringing insights and ideas for improvements to the Quality Manager on a regular basis
• Building and maintaining good relationships with all relevant business areas, working closely with other departments and regularly presenting to senior management
• Utilising a speech analytics tool to gain valuable insights for business improvements
• Proactively prioritising and managing your own allocated workload, taking full ownership
  
  
  

Requirements

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
• The ability to work alone and have a great team spirit as part of a high-functioning team
• Ideally you have some previous experience in quality assessments or a contact centre environment or customer-facing role
  
  
  

Location: Brighton

Benefits

• A competitive salary
• Enhanced Maternity/Paternity leave
• Pension Scheme
• BUPA private health insurance
• Annual learning budget with Learnerbly
• Discounted Calm membership
• Cycle to work scheme
• The chance to join a rapidly growing company that cares first and foremost about its people
• The chance to work with an experienced and passionate team with a big vision
• Fast career progression and the ability to develop your own skills and experience quickly
• A fun working environment with regular social events
  
  
  

Equal Opportunities Statement:

Motorway is committed to equality of opportunity for all employees. We work to provide a supportive and inclusive environment where all individuals can maximise their full potential. We believe our workforce should reflect a variety of backgrounds, talents, perspectives and experiences. Our strong commitment to a culture of inclusion is evident through our constant focus on recruiting, developing and advancing individuals based on their skills and talents.

We welcome applications from all individuals regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.