Job at a glance
OUR MISSION To become the car-changing destination of choice. By combining technology, media and deep automotive expertise, we've turned how people buy, sell, advertise and lease cars on its head. What started as a simple reviews site is now one of the largest online car-changing destinations in Europe. Last year alone we grew over 50% with nearly £3bn worth of cars bought on site, while £1.8bn of cars were listed for sale through our Sell My Car service.
In 2024 we went big and acquired Autovia - creators of AutoExpress and Evo magazines - doubling our audience overnight. Together we now have one of the biggest YouTube channels in the world with almost 10m subscribers and over 1.1 billion annual views, while we sell 1.2 million print copies of our magazines and have an annual web content reach over 350 million. And we’re a long way from done! CUSTOMER SERVICE @ CARWOW Car-changing is a big deal, and we want to ensure everyone using Carwow has a WOW experience.
When those inevitable questions or snags come up during the process, we want to ensure there's a friendly face ready to help. That's where our Customer Service team comes in. We are the first point of contact for our customers, providing exceptional support across various channels, including phone, email, messaging, chat and review platforms. We play a key role in guiding both users and dealers through their journey by solving problems and providing accurate information to achieve a great customer experience.
YOUR MISSION As a Customer Service Team Lead, you will lead and support a team of Customer Service Agents by solving problems, improving how the team operates, and developing the training materials that keep it running well. You will split your time between formal people management and hands-on operational work whenever needed. KEY RESPONSIBILITIES Team Leadership Lead and support Customer Service Agents, providing day-to-day guidance and coaching.
Deliver regular, direct feedback and close out issues raised by the team. Run one-to-ones and people processes, supporting the team's development and representing their interests. Hold team members accountable for performance, behaviour and adherence to operational standards. Analyse team performance data and provide regular reporting on KPIs, SLAs, productivity and quality. Identify underperformance early, creating action plans and following through.
Individual Contribution & Problem-Solving Step into the agent role when volumes or gaps require it, communicating with customers across phone, email, live chat and messaging. Investigate and resolve unclear or escalated problems that require more context or judgement than a first-line resolution, including complex complaints. Lead operational improvement projects that streamline the customer journey and the team's day-to-day work.
Training & Process Build and maintain training materials, updating them whenever processes or products change. Deliver training and keep the team up to date on new processes and best practices. Monitor quality through feedback, coaching sessions and quality checks, driving continuous improvement. Planning & Resource Management Support workforce planning, including rota management, annual leave, absence cover and contingency planning during peak periods.
Efficiently manage workload and volumes, prioritising urgent requests and ensuring timely responses. Collaboration Partner with our other Team Leader and with the Customer Operations Team to keep both teams aligned and share what's working across the group. Act as a point of contact between the team and management, ensuring clear communication of priorities and updates. Balance formal people management with individual contributor projects, prioritising based on what the team needs.
Share clear insights from customer feedback to help improve products and services. KEY REQUIREMENTS Previous experience as a Team Leader, or in an equivalent formal people-management role, ideally within a c