Experienced Customer Support Team Lead – Driving Operational Excellence at arenaflex

At arenaflex, we're revolutionizing the used car marketplace with our cutting-edge technology and commitment to customer satisfaction. As the UK's fastest-growing used car marketplace, we're on a mission to transform the industry and make car buying and selling a seamless experience. Our award-winning, online-only platform connects private car sellers with over 7,500 verified dealers nationwide, who compete to offer the best price. With an 'Excellent' Trustpilot rating and over 70,000 reviews, we're not just building a platform; we're changing how people sell cars.

About the Team

Our Document Collection team is the unsung hero of our post-sale process, ensuring a smooth handover for our dealers by working directly with sellers to gather and verify essential documents. As a tight-knit bunch who thrive on problem-solving and collaboration, we're looking for a Team Leader to join our ranks. If you're looking for a role where you can make a real impact and work with a supportive team, this could be the perfect opportunity.

About the Role

As a Team Leader, you'll be responsible for the overall performance of the document collection function. This includes supplier management and ensuring our SLAs are met across speed, accuracy, quality, and productivity. It's a role with a degree of complexity, as the document collection process is nuanced, with dependencies on seller behavior, multiple document types, strict verification policies and procedures, and time sensitivities. A key part of the role involves reporting and analysis, so you'll be expected to monitor performance in real-time to develop a deep understanding of operational dynamics. Due to the direct impact on numerous post-sale stakeholders, proactive communication is essential. Your responsibilities will include:

Supplier Management:

Proactively managing and collaborating with our Business Process Outsourcing (BPO) partners to ensure service delivery meets our expectations and requirements.

Metric Ownership:

Maintaining oversight of key performance metrics related to the document review process, taking ownership to drive performance enhancements and process improvements.

Team Leadership:

Leading and managing a small team of Document Specialists, providing guidance, support, and coaching to help them achieve team goals.

Performance Monitoring:

Continuously monitoring team and individual performance and productivity, tracking and reporting on Key Performance Indicators (KPIs).

Communication:

Ensuring timely, clear, and concise communication of information to senior stakeholders through appropriate channels and formats.

Analytical Skills:

Analysing data and information sets, breaking them down to identify patterns, trends, and insights.

Problem Resolution:

Identifying, addressing, and resolving challenges proactively, using critical thinking and analytical skills to develop effective solutions.

About You

We're looking for a seasoned professional with:

• Proven experience in a team leader or supervisory role.
• Demonstrated experience working in a contact centre environment with a track record of delivering excellent customer service.
• Experience using ticketing systems, such as Zendesk.
• Excellent written and verbal communication skills, with the ability to proactively manage stakeholders.
• Strong time management and prioritisation skills to meet tight deadlines.
• Adaptability and flexibility to adjust to changing priorities and unexpected challenges.

You Could Be a Great Fit If

You have:

• Prior experience in document verification, fraud detection, or related fields.
• Experience working with BPO partners.
• A passion for delivering a great experience.
• Strong communication skills to explain complex information clearly.
• Proactive problem-solving skills.
• A team player who enjoys collaborating with others.

Our Interview Process

Our interview process contains the following stages:

• Qualifying Screen - 30 minutes
• Hiring Manager Interview - 60 minutes
• Final Interview (onsite depending on team) - 60 minutes

You can expect to hear back from us within a week of each interview stage. You'll have the opportunity to speak with a talent partner throughout the interview process should you have any questions or need any type of accommodations.

Why Join arenaflex?

At arenaflex, we offer a dynamic and supportive work environment that fosters growth and development. As a Team Leader, you'll have the opportunity to:

• Work with a talented team of professionals who are passionate about delivering exceptional customer experiences.
• Develop your leadership skills and take on new challenges.
• Contribute to the growth and success of a rapidly expanding company.
• Enjoy a competitive salary and benefits package.
• Participate in ongoing training and development opportunities.
• Collaborate with a diverse and inclusive team that values creativity and innovation.

How to Apply

If you're a motivated and experienced professional looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you! Apply for this job