Customer Experience Specialist

Job description

ABOUT MOTORWAY Motorway is the UK's largest online car-selling platform. We connect private sellers directly with over 8,000 dealers nationwide. Our online platform helps sellers achieve great prices for their cars while giving dealers fast, reliable access to the stock they want for their dealerships. 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. AND HERE'S WHERE YOU COME IN We're looking for talented folks to join our Customer Experience team – the heart and soul of Motorway. This role is based on-site at our vibrant Brighton office. As a Customer Experience Specialist, you'll be the friendly voice and expert guide for our customers, making sure they have a smooth and enjoyable journey with us. Within the Customer Experience Specialist role, there are two distinct functions: 1. Seller Sales Specialist: As the primary point of contact for sellers joining Motorway, this role guides customers through the initial vehicle profiling stage. Responsibilities include fielding seller queries, setting clear pricing expectations, and refining profiles to ensure vehicles are optimised and ready for launch in our daily online sale. 2. Seller Support Specialist: Manage post-sale inquiries and resolutions, including handling transportation issues and processing cancellations, with a focus on customer satisfaction and sales retention. 3. Dealer Support Specialist: The first point of contact for our dealers using the Motorway platform, guiding them through the various stages of buying vehicles on our platform and supporting them throughout their journey with Motorway. 4. Sales Completion Specialist: As a trusted expert for car sellers, you will lead post-auction negotiations and collaborate with internal teams to ensure fair deals and seamless alignment between sellers and dealers. We will evaluate your experience and preferences during the screening call and place you where we think you would be best suited to succeed. WHAT MAKES US DIFFERENT We're not your typical call centre. No rigid scripts or endless queues here. We're using tech to shake up the car industry. We're empowering buyers and sellers to get the best deals. And we're building a team of passionate people who are excited to be part of something truly innovative. Here's what that means for you: - Impactful Work: You're not just answering calls; you're guiding customers through our cutting-edge online platform, using your skills to solve real problems and make their car selling experience amazing. - AI-Powered Technology: We use the latest AI tools, so you can give customers a seamless and efficient experience. Say goodbye to clunky systems! - Tangible Results: Every day, you'll directly help people navigate the car selling process, making sure they get the best deal and avoid the stress of traditional methods. WHAT YOU'LL BE DOING - Building genuine connections: Chatting with car sellers and dealers, answering their questions, and building trust. - Finding creative solutions: Using your initiative and problem-solving skills to tackle any challenges. - Mastering our systems: Becoming a whiz with our CRM systems, ensuring data accuracy and efficiency. - Putting customers first: Always championing the customer and looking for ways to make their experience even better. ABOUT YOU - You genuinely enjoy helping people and have a knack for building rapport. - You're a natural communicator, whether it's on the phone, via email, or through chat. - You're detail-oriented and take pride in your work. - You're a quick learner and enjoy solving problems. - You thrive in a collaborative environment. BENEFITS We've got your back, in life's biggest moments and the everyday ones too. - Competitive salary - Equity scheme - we all share in Motorway’s success - 25 days holiday - Sea-front office with bi-weekly massages and free snacks - Private medical insurance via BUPA - Life assurance - Pension scheme (we contribute 5%) - Enhanced family leave (e.g. 26 weeks full pay for maternity or adoption) - 24/7 Employee Assistance Programme - EV leasing scheme - Cycle to work scheme - Nursery salary sacrifice scheme - 1 paid volunteering day a year OUR INTERVIEW PROCESS - Initial Call (30 mins): A casual chat to discuss your experience and learn more about Motorway. - Team Matching: You will be matched with a team based on your background and preferences and receive additional insight on the team and what to expect in the final interview. - 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.