About the role
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 👋 Hi I’m Lucy, Post Sale Manager at Motorway, I’m looking for a new Team Leader to join our Brighton-based contact centre team. This team is the unsung hero of our post-sale process. We are a tight-knit bunch who thrive on problem-solving and collaboration, playing a crucial role in making Motorway’s magic happen. We work directly with sellers to ensure a smooth transition once a sale is agreed, focusing on high-quality support and performance. About the Role We are hiring a Post-Sale Team Leader who will be responsible for the overall performance of our retention and support function. This is a rare opportunity to join an established operation with a strong track record, but where we're now ready to raise the bar.00 This isn't just a stepping stone into leadership; we need a hands-on manager who has the fundamentals and is hungry for a bigger challenge. Your primary focus will be managing team performance to ensure we hit targets centered around seller retention. You will lead a team of specialists, driving individual and team performance against a range of KPIs through effective coaching, motivation, and management oversight. What You’ll Be Doing Performance Management: Own the day-to-day running of your team, driving individual and collective performance against retention targets and SLAs. Coaching & Development: Deliver impactful 1-2-1s, performance reviews, and development plans that build skill, resilience, and accountability. Data-Driven Leadership: Use dashboards and analytical data to spot trends, address issues, and share insights to improve business outcomes. Operational Oversight: Manage attendance, adherence, and wellbeing in a fair and visible way. Stakeholder Collaboration: Work cross-functionally with post-sale stakeholders and BPO partners to ensure service delivery meets our expectations. Problem Resolution: Identify and resolve challenges proactively, using critical thinking and analytical skills to develop effective solutions. About You Proven Leadership: Experience as a Team Leader or Supervisor in a contact centre or fast-paced sales/support environment. Retention Mindset: A strong commercial understanding of how performance links to wider business goals and a passion for delivering a great experience. Action-Oriented: You work at pace, keep things moving, and are comfortable holding people accountable. Strong Communicator: Excellent written and verbal communication skills, with the ability to explain complex information clearly to stakeholders. Technical Literacy: A data-literate operator who can use insights to make better decisions, with experience in ticketing systems like Zendesk. You’ll Thrive Here If... You believe coaching is more than just a buzzword. You like being "in the thick of it" - making decisions and leading from the front. You value ownership, autonomy, and trust. You want a role with clear potential to develop further within an established operation. Our Interview Process Initial/Qualifying Screen: 30 minutes Hiring Manager Interview (with Lucy): 60 minutes Final Assessment: Including a written task and/or onsite interview