Customer Operations Representative (6m FTC)

Carwow

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 350million. 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 Your goal will be to focus primarily on providing support to customers across our various channels. You’ll need to gain a thorough understanding of the customer journeys within Carwow and use your excellent communication skills to work efficiently to provide the best customer service, meeting both your own and the team’s KPIs. We work closely with various other teams to investigate and resolve issues as well as provide a smooth journey for customers. As the frontline, we’ll gather plenty of insight into the challenges customers face and use that to share feedback or suggest ideas on how we can improve the service we provide. KEY RESPONSIBILITIES 1. Consistently deliver high-quality customer service by providing empathetic, personalised, and effective support in line with our established standards and guidelines. 2. Communicate effectively with customers through phone, email, live chat, and messaging, and coordinate with internal teams to progress cases and solve problems. 3. Focus on achieving swift and satisfactory customer resolutions at the first point of contact to proactively address needs and minimise the necessity for call escalations. 4. Maintain accurate records of interactions with customers and contact drivers 5. Efficiently manage workload/volumes, prioritising urgent requests and ensuring timely responses. 6. Share knowledge and best practices within the team to enhance overall customer service quality and improve efficiency. 7. Listen attentively to feedback from customers, colleagues, specialists, and managers, and actively act on it to refine processes and improve service quality. 8. Share clear insights from customer feedback to help improve products or services. KEY REQUIREMENTS * Carwow operates 7 days a week, so you may be required to work Mon-Sun, including public holidays. Currently, our operating hours as a team are 9 am - 6 pm, Mon-Sat, but this may change in the future. Our shift rotation means you should expect to work up to 1 in 2 Saturdays (up to 26-27 Saturdays per year). * You will have experience of working in a contact centre environment, dealing with a high volume of inbound calls, emails and chats * You have excellent spoken and written English capabilities * You will be an effective communicator - a natural communicator, understanding how to interact with people in different environments and approaching customer interactions with empathy, active listening and emotional intelligence. * You are a problem solver, a quick thinker who’s ready to take initiative when striving to find the best solution. You’re adaptable and resourceful, embracing new or unknown challenges in a fast-growing scale-up environment. * You are curious, we have an insatiable hunger to stay ahead and achieve our mission, constantly improving our business, our work and ourselves. You welcome feedback, seeing it as a valuable resource for development and progression. * We aim to Wow users, industry partners, ourselves and each other. You go above and beyond in your work, doing whatever it takes to offer the best experience and service possible. We hold high standards for every interaction someone has with us, connecting emotionally and creating delight BONUS POINTS * Fluency with written and verbal Spanish * Experience working as the intermediary between two external parties, in our case, Customers and Dealers * Experience juggling multiple communication channels simultaneously - for example, multitasking an email queue alongside phone calls WHY THIS MIGHT NOT BE FOR YOU Carwow moves fast; we set ambitious goals and are always challenging ourselves to improve. We deliver on our promises, and we care deeply about customer experience. We’re a scaleup, so naturally, we’re constantly unblocking obstacles and managing moving goalposts. Therefore, we value efficiency, adaptability and a thirst for knowledge in our Customer Service team. This all works for us because we find it allows us to operate at our limit while continuously developing, but this can also be uncomfortable for some people, so we’d rather flag it up front. INTERVIEW PROCESS * Introductory video call with our Talent team * Step one: Interview with Team Leaders * Step two: Interview with Managers * Step three: Values Interview WHAT’S IN IT FOR YOU * Hybrid working * Competitive salary to fund that dream holiday to Bali * Share options - when we thrive, so do you! * Private Healthcare, for peace of mind * Meal allowance card (8,32€ per working day) * Monthly coaching sessions with Spill - our mental wellbeing partner * Enhanced holiday package, plus bank holidays * 28 days annual leave * 1 day for your wedding * 1 day off when you move house - because moving’s hard enough without work! * On your third year anniversary, you get 30 days of annual leave per year * On your tenth year anniversary, you get 35 days of annual leave per year * Option to buy 3 extra days of holiday per year * Work from abroad for a month (due to popular demand, this offer excludes the moon). * Inclusive parental, partner and shared parental leave, fertility treatment and pregnancy loss policies * The latest tech (Macbook or Surface) to power your gif-sending talents * Up to £500/€550 home office allowance for that massage chair you’ve been talking about * A generous learning and development budget to help you master your craft * Regular social events:, tech lunches, coffee with the exec sessions, book clubs, social events/anything else you pester us for * Refer a friend, get paid. Repeat for infinite money * Lunch & learns and Carwow Classrooms with expert speakers who are here for a free lunch Diversity and inclusion is an integral part of our culture. We know that diverse teams are strong teams, so we welcome those with alternative identities, backgrounds, and experiences to apply for this position. We make recruiting decisions based on experience, skills and potential, so all our applicants are treated fairly and equally.

Carwow

THE CARWOW GROUP   Carwow Group is driven by a passion for getting people into cars. But not just any car, the right car. That’s why we are building the go-to destination for car-changing. Designed to reach drivers everywhere with our trail-blazing portfolio of personality rich automotive brands; Carwow, Auto Express, evo, Driving Electric and Car Buyer. What started as a simple reviews site, is now one of the largest online car-changing destinations in Europe - over 10m customers have used Carwow to help them buy and sell cars since its inception. Last year 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, doubling our audience overnight. Together we now have one of the biggest YouTube channels in the world with over 1.1 billion annual views, sell 1.2 million print copies of our magazines and have an annual web content reach over 350million.   WHY JOIN US?   We are winners of the prestigious Culture 100 award that recognises the most loved and happiest tech companies to work for! We have just raised $52m in funding led by global venture capital firm Bessemer Venture Partners (an early backer of LinkedIn and Shopify) to accelerate our growth plans! As pioneers, we’re always driving for new territory and positive change, so our work as a group is never done. Where others see difficulty, it’s our responsibility to see possibility – building new experiences, launching new titles and listening to drivers. Being a part of Carwow Group means championing drivers and the automotive industry, acting as a disrupter and never being afraid to fail (but learning fast when we do!). Our team of 500 employees across the UK, Germany, Spain and Portugal are revolutionising car-changing and we are fast expanding our mission across every single brand and country we operate in, so jump in!   THE ROLE   We are seeking a dynamic and driven Outbound Sales Representative to join our Sell My Car team. In this role, you will be crucial in guiding car sellers through the Carwow auction process, ensuring a smooth and successful experience for them while maximizing their chances of selling their vehicles. You'll combine your communication skills with a customer-centric approach to build rapport with sellers and ensure they are fully informed and confident throughout the process.   WHAT YOU’LL DO   * Manage a lead pipeline of potential customers looking to sell their car via our online auction. * Review car listings uploaded by sellers for accuracy and completeness, working proactively with sellers to address any omissions or errors before their car enters the auction. * Utilise and build your industry knowledge to provide expert advice and guidance to customers, balancing their price expectations with market realities to maximize their chances of a successful sale. * Clearly explain the Carwow auction process to sellers, ensuring they understand each step and are committed to selling their car through our platform. * Handle negotiations & customer objections. * Communicate effectively with sellers via phone, email, live chat, and SMS, addressing any questions or concerns. * Maintain accurate records of all interactions with sellers, ensuring seamless handovers to other teams as needed. * Working within a team to Contribute to the overall performance by consistently meeting individual targets against vehicles listed & Pipeline conversion. * Collaborate with cross-functional teams to provide insights and feedback, contributing to the overall growth and success of Carwow.   WHAT YOU’LL NEED   * Experience working within a target focused environment and managing a pipeline independently. * Excellent communication skills, both written and verbal, with the ability to build rapport with sellers from diverse backgrounds. * A proactive and customer-focused approach, with a genuine desire to help sellers achieve their goals. * Strong attention to detail and organizational skills to ensure listing accuracy and efficient follow-up. * Ability to work independently and as part of a team, contributing to a positive and collaborative work environment. * Comfort working with various communication channels, including phone, email, live chat, and SMS. * Flexibility to work within the team's operating hours of 9 am-7 pm, Wednesday to Sunday (40 hours per week). * Hybrid working available, with a minimum requirement of 3 days per week in the office. * Enthusiasm for the automotive industry is a plus.   WHAT’S IN IT FOR YOU   * Hybrid working * Competitive salary to fund that dream holiday to Bali * Share options - when we thrive, so do you! * Private Healthcare, for peace of mind * Meal allowance * Monthly coaching sessions with Spill - our mental wellbeing partner * Enhanced holiday package, plus Bank Holidays * 28 days annual leave * 1 day for your wedding * 1 day off when you move house - because moving is hard enough without work! * For your third year anniversary, get 30 days of annual leave per year * For your tenth year anniversary, get 35 days of annual leave per year * Option to buy 3 extra days of holiday per year * Work from abroad for a month * Inclusive parental, partner and shared parental leave, fertility treatment and pregnancy loss policies * The latest tech (Macbook or Surface) to power your gif-sending talents * Up to £500/€550 home office allowance for that massage chair you’ve been talking about * Generous learning and development budget to help you master your craft * Regular social events: tech lunches, coffee with the exec sessions, lunch 8 learns, book clubs, social events/anything else you pester us for * Refer a friend, get paid. Repeat for infinite money   Diversity and inclusion is an integral part of our culture. We know that diverse teams are strong teams, so we welcome those with alternative identities, backgrounds, and experiences to apply for this position. We make recruiting decisions based on experience, skills and potential, so all our applicants are treated fairly and equally.

Carwow

THE CARWOW GROUP   Carwow Group is driven by a passion for getting people into cars. But not just any car, the right car. That’s why we are building the go-to destination for car-changing. Designed to reach drivers everywhere with our trail-blazing portfolio of personality rich automotive brands; Carwow, Auto Express, evo, Driving Electric and Car Buyer. What started as a simple reviews site, is now one of the largest online car-changing destinations in Europe - over 10m customers have used Carwow to help them buy and sell cars since its inception. Last year 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, doubling our audience overnight. Together we now have one of the biggest YouTube channels in the world with over 1.1 billion annual views, sell 1.2 million print copies of our magazines and have an annual web content reach over 350million.   WHY JOIN US?   We are winners of the prestigious Culture 100 award that recognises the most loved and happiest tech companies to work for! We have just raised $52m in funding led by global venture capital firm Bessemer Venture Partners (an early backer of LinkedIn and Shopify) to accelerate our growth plans! As pioneers, we’re always driving for new territory and positive change, so our work as a group is never done. Where others see difficulty, it’s our responsibility to see possibility – building new experiences, launching new titles and listening to drivers. Being a part of Carwow Group means championing drivers and the automotive industry, acting as a disrupter and never being afraid to fail (but learning fast when we do!). Our team of 500 employees across the UK, Germany, Spain and Portugal are revolutionising car-changing and we are fast expanding our mission across every single brand and country we operate in, so jump in!   THE ROLE   We are seeking a dynamic and driven Sales Development Representative to join our Sell My Car team. In this role, you will be crucial in guiding car sellers through the Carwow auction process, ensuring a smooth and successful experience for them while maximizing their chances of selling their vehicles. You'll combine your communication skills with a customer-centric approach to build rapport with sellers and ensure they are fully informed and confident throughout the process.   WHAT YOU’LL DO   * Manage a lead pipeline of potential customers looking to sell their car via our online auction. * Review car listings uploaded by sellers for accuracy and completeness, working proactively with sellers to address any omissions or errors before their car enters the auction. * Utilise and build your industry knowledge to provide expert advice and guidance to customers, balancing their price expectations with market realities to maximize their chances of a successful sale. * Clearly explain the Carwow auction process to sellers, ensuring they understand each step and are committed to selling their car through our platform. * Handle negotiations & customer objections. * Communicate effectively with sellers via phone, email, live chat, and SMS, addressing any questions or concerns. * Maintain accurate records of all interactions with sellers, ensuring seamless handovers to other teams as needed. * Working within a team to Contribute to the overall performance by consistently meeting individual targets against vehicles listed & Pipeline conversion. * Collaborate with cross-functional teams to provide insights and feedback, contributing to the overall growth and success of Carwow.   WHAT YOU’LL NEED   * Experience working within a target focused environment and managing a pipeline independently. * Excellent communication skills, both written and verbal, with the ability to build rapport with sellers from diverse backgrounds. * A proactive and customer-focused approach, with a genuine desire to help sellers achieve their goals. * Strong attention to detail and organizational skills to ensure listing accuracy and efficient follow-up. * Ability to work independently and as part of a team, contributing to a positive and collaborative work environment. * Comfort working with various communication channels, including phone, email, live chat, and SMS. * Flexibility to work within the team's operating hours of 9 am-7 pm, Wednesday to Sunday (40 hours per week). * Hybrid working available, with a minimum requirement of 3 days per week in the office. * Enthusiasm for the automotive industry is a plus.   WHAT’S IN IT FOR YOU   * Hybrid working * Competitive salary to fund that dream holiday to Bali * Share options - when we thrive, so do you! * Private Healthcare, for peace of mind * Meal allowance * Monthly coaching sessions with Spill - our mental wellbeing partner * Enhanced holiday package, plus Bank Holidays * 28 days annual leave * 1 day for your wedding * 1 day off when you move house - because moving is hard enough without work! * For your third year anniversary, get 30 days of annual leave per year * For your tenth year anniversary, get 35 days of annual leave per year * Option to buy 3 extra days of holiday per year * Work from abroad for a month * Inclusive parental, partner and shared parental leave, fertility treatment and pregnancy loss policies * The latest tech (Macbook or Surface) to power your gif-sending talents * Up to £500/€550 home office allowance for that massage chair you’ve been talking about * Generous learning and development budget to help you master your craft * Regular social events: tech lunches, coffee with the exec sessions, lunch 8 learns, book clubs, social events/anything else you pester us for * Refer a friend, get paid. Repeat for infinite money   Diversity and inclusion is an integral part of our culture. We know that diverse teams are strong teams, so we welcome those with alternative identities, backgrounds, and experiences to apply for this position. We make recruiting decisions based on experience, skills and potential, so all our applicants are treated fairly and equally.