Sales Operations Coordinator at Motorway

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: At Motorway, we're transforming the way businesses and individuals manage lease vehicle returns and our Enterprise Operations Team is at the heart of this new, high-growth change! As the main point of contact for enterprise lease customers, we’re not just handling calls and emails - we’re guiding customers through every step of the inspection and return process, ensuring clarity, trust and a smooth experience. While working with purchasing dealer partners to ensure a smooth buying process. From helping customers complete inspections to coordinating collections and liaising with dealers, our team ensures that vehicles are profiled, sold, inspected and collected. We play a crucial role in making sure our enterprise partners and lease customers feel supported, informed and confident in every interaction. Our structured approach and attention to detail help drive operational excellence, improve customer satisfaction and support Motorways growth within the lease vehicle market. Joining the team means being part of an ambitious new chapter for Motorway. What you'll be doing: This is a generalist role where you will be working with customers and dealers managing the end-to-end sales process from the initial vehicle appraisal through to final inspection and collection. - Enterprise Customer Contact: Be the primary point of contact for enterprise lease customers via phone (inbound and outbound) email and WhatsApp, guiding them through their vehicle return and inspection process. - Follow a Structured Call Flow: Conduct scripted customer calls to verify identity, review vehicle inspections, confirm eligibility, and set clear expectations around next steps. - Manage Vehicle Profiling: Gather and validate vehicle details including mileage, service history, condition and inspection photos to prepare vehicles for sale. - Set Expectations Clearly: Explain inspection outcomes, indicative charges, collection process in a clear, concise and professional manner. - Coordinate Collections: Capture preferred collection dates, confirm logistics and ensure all transport details are accurately recorded. - Process Vehicles End to End: Move vehicles through each operational stage from onboarding and enquiry creation to sale readiness, post sale support and invoice creation ensuring accurate handover. - Handle Damage + Post sale queries: Generate and share damage reports, support customer questions and assist with post sale updates. - Dealer Renegotiations: Communicate directly with dealers post sale to handle renegotiation requests, assess new damage or grading changes, apply agreed pricing matrix and resolve outcomes within defined threshold - escalating where required. - Maintain Operational Accuracy: Keep systems, trackers and dashboards fully up to date to meet quality, compliance and SLA standards. - Collaborate Cross-Functionally: Collaborate closely with Transport, B2B Sales Specialist and Strategic Account teams to ensure a smooth, joined up customer experience. - Achieve Performance Targets: Work towards quality, productivity and customer experience targets while following defined enterprise processes. About you: - You’re confident speaking with customers and dealers on the phone, via email and on WhatsApp. - You're calm, professional and clear when handling structured processes or sensitive conversations. - You're highly organised and comfortable managing multiple workflows across systems and trackers. - You’re a quick learner who applies guidelines confidently and knows when to escalate. - You enjoy working collaboratively in a fast based operational environment. We offer a fantastic range of benefits to help you thrive - £26,000 annual salary plus performance based commission. - Great work-life balance with standard shifts from 8:45am to 5:30pm - Sea fronted office location with regular social events, office drinks, weekly massages and free snacks to keep you going! - Flexibility to work from home 1 day per week to help nail that work life balance - Stock options so you can share in Motorway’s growth and future success - Pension scheme to plan for your future with our provider NEST - Strong commitment to your personal development including budget for books, courses, conferences, etc! - Opt-in comprehensive health insurance through BUPA including dental care and fitness discounts - Cycle to work scheme - save big ££ on a new bike and accessories - One paid volunteering day a year for you to use as you wish - Generous parental benefits including 6 months full paid maternity leave, 4 weeks paternity leave and and workplace nursery scheme - ... and much more!