About the role
About Motorway Motorway is the UK’s fastest-growing used car marketplace - our online-only platform connects private car sellers with thousands of verified dealers nationwide, ensuring everyone gets the best deal. Founded in 2017, our award-winning, technology-led approach has redefined the experience of selling a car. Motorway 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. Role Purpose Motorway is the UK’s fastest-growing used car marketplace - our online-only platform connects private car sellers with thousands of verified dealers nationwide, ensuring everyone gets the best deal. The Dealer Governance role is pivotal in working with the Dealer Support Manager in maintaining an engaged and compliant Dealer community in our Marketplace. We will prioritise industry-leading policies and processes to enforce our guidelines for dealer operations. Working with the Dealer Support Manager, you will play a central role in creating scalable solutions to manage risks, working collaboratively across teams to ensure commercial awareness. Your responsibilities will include leading day-to-day enforcement activities and documenting and aligning them effectively. These activities span from managing dealer behaviour, cancellations to addressing dealer debt; all the time ensuring how we operate in this space is documented and consistent. Your contribution to this role will significantly impact the safety, engagement and trustworthiness of our marketplace for sellers. You will actively contribute to the development of internal processes and risk matrices, enabling us to operationalise our Terms & Conditions effectively. These activities will support our dealers to maximise their potential on Motorway. What you’ll be doing: Manage escalations & our review process through our ticketing system pertaining to dealer behaviour and conduct, proactively working towards mitigating future occurrences of known issues. This will include fairly issuing warnings & documenting these outcomes Support the team with initiatives to reduce Dealer-lead cancellations Completing all onboarding activities for new Dealers, ensuring compliance with T&Cs, Code of Conduct, and any other regulatory considerations Make well-informed decisions with commercial considerations using established frameworks when it comes to sanctioning dealers, including the possibility of banning them from the Motorway platform - you’ll ensure these decisions are consistent and based off of a documented process Fulfil any other reasonable duties as required. What you’ll bring: You love supporting and working with customers and frontline operations teams You’ll be able to balance commercial awareness with compliance in your decisions An analytical approach, with an ability to spot trends in data and compel others to commit to the recommendations you propose You’ll have an interest or experience in working in a Marketplace environment Ability to manage multiple tasks and adapt quickly in our fast-paced environment Comfortable liaising and communicating with a wide range of stakeholders; from Specialist to C-Suite level You’ll have a collaborative approach to problem-solving; the role will require you to co-ordinate outcomes with multiple teams using great communication skills Dedication to excellent customer service, able to show empathy and understanding to the needs of your customers Excellent communication and writing skills A strong understanding of the motor industry is preferred but not essential Knowledge of automotive pricing systems such as CAP is preferred but not essential A preventive rather than a reactive approach; you’ll spot issues before they happen and intervene early Expert knowledge of our products and processes, with an interest in helping drive them to success We offer a fantastic range of benefits to help you thrive Great work-life balance with standard shifts from 9am 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 to help nail that work life balance Stock options so you can share in Motorway’s growth and future success Pension scheme to plan for your future with our provider NEST Opt-in comprehensive health insurance through BUPA Cycle to work scheme - save big ££ on a new bike and accessories One paid volunteering day a year for you to use as you wish Generous parental benefits including 6 months full paid maternity leave, 4 weeks paternity leave and and workplace nursery scheme ... and much more! Our interview process Initial Call (30 mins): A casual chat to discuss your experience and learn more about Motorway. Final Interview (60 mins): Meet the team, get a feel for the role, and participate in a skills-based assessment, which may include a role-playing exercise. We'll get back to you within a week business days of each interview stage. You can chat with a talent partner throughout the process if you have any questions or need anything at all.