Documents Operations Team Lead

Motorway; Brighton; On-site; GBP 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a Document Operations Team Lead to enhance their document collection process. This role is pivotal in ensuring smooth transitions for dealers by managing supplier relations and performance metrics. The ideal candidate will have a strong background in team leadership and customer service, with a knack for analytical problem-solving. Join a collaborative team dedicated to making a real impact in the used car marketplace, where your contributions will help shape the future of the industry.

Qualifications

• Proven experience in a team leader or supervisory role.
• Experience in a contact centre environment with a focus on customer service.

Responsibilities

• Oversee the performance of the document collection function.
• Manage key performance metrics and drive improvements.

Skills

Team Leadership

Customer Service

Analytical Skills

Problem Resolution

Communication Skills

Time Management

Education

Experience in a supervisory role

Experience in a contact centre environment

Tools

Zendesk

Job description

Motorway Brighton, England, United Kingdom

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Motorway Brighton, England, United Kingdom

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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.

About The Team

Hi I’m Lucy, Sales Support Manager at Motorway, and I’m looking for a Team Leader to join our Document Collection team. This team is crucial in our post-sale process, ensuring a smooth handover for our dealers by working directly with sellers to gather and verify essential documents. We are a collaborative team that thrives on problem-solving and making a real impact. If you’re looking for a role where you can contribute meaningfully and work with a supportive team, this could be the perfect opportunity.

About The Role

As a Document Ops Team Leader, you’ll oversee the performance of the document collection function, including supplier management and ensuring SLAs are met across speed, accuracy, quality, and productivity. The role involves managing nuanced processes dependent on seller behavior, document types, verification policies, and time sensitivities. You will monitor performance metrics and analyze data to improve operations. Proactive communication with stakeholders is essential. Your responsibilities include:

• Supplier Management: Collaborate with BPO partners to ensure service delivery meets expectations.
• Metric Ownership: Manage key performance metrics and drive improvements.
• Team Leadership: Lead and support a small team of Document Specialists.
• Performance Monitoring: Track and report on KPIs for individuals and the team.
• Communication: Convey information clearly to senior stakeholders.
• Analytical Skills: Analyze data to identify patterns and insights.
• Problem Resolution: Address challenges proactively with critical thinking.

About You

• Proven experience in a team leader or supervisory role.
• Experience in a contact centre environment with a focus on customer service.
• Experience using ticketing systems like Zendesk.
• Excellent communication skills, with stakeholder management experience.
• Strong time management and prioritization skills.
• Flexibility to adapt to changing priorities and challenges.

Ideal Candidates

• Experience in document verification, fraud detection, or related fields.
• Experience working with BPO partners.
• Passionate about delivering excellent service.
• Strong communicator who explains complex information clearly.
• Proactive problem-solver.
• Team player who collaborates well.

Interview Process

The process includes:

• Qualifying Screen – 30 minutes
• Hiring Manager Interview – 60 minutes
• Final Interview (onsite, if applicable) – 60 minutes

Expect to hear back within a week of each stage. You will have support from a talent partner throughout the process for questions or accommodations.

Job Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Management and Manufacturing
• Industries: Technology, Information and Internet

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