Job Description

About Motorway

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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 Role

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We are seeking a dynamic and engaging Training Manager to join our Brighton team. The successful candidate will be responsible for designing, developing, and delivering comprehensive training programs for our frontline customer-facing teams. This role requires a passion for developing people, ability to create engaging and effective learning content and excellent presentation skills. The Training Manager will play a crucial role in ensuring our agents are equipped with the knowledge, skills, and behaviours to deliver exceptional service, sales and retention performance. They will also be responsible for designing and delivering training for contact centre team leaders and managers, focused on core skills such as coaching, managing performance and driving accountability, leading through change and inspirational leadership.

Responsibilities:

Training Needs Analysis:

Collaborate with Operations, QA and the People Team to identify training needs and performance gaps across customer operations.

Content Development:

Design and develop end-to-end engaging training materials, including presentations, workshops, e-learning modules, and assessments, covering the following:

+ Induction and onboarding for new starters.
+ Product and service knowledge.
+ Communication and soft skills (e.g., active listening, empathy, conflict resolution).
+ Sales and retention
+ Process
+ System and technical
+ Change, skill shot and refresher training

Delivery of Training:

Facilitate engaging and interactive training sessions using a variety of delivery methods, including classroom-based training, on-the-job coaching, and blended learning approaches.

Training Administration and Coordination:

Devise and maintain a training calendar, and proactively maintain a library of training materials and training records, ensuring they are constantly updated.

Training Evaluation:

Evaluate the effectiveness of training programs through feedback, assessments, and performance data, and make necessary adjustments to improve outcomes and adapt training accordingly.

Learning Impact Reporting:

Produce monthly and ad hoc reports evaluating and communicate the impact of training initiatives, using data and insights to inform decision-making, demonstrate value, and support continuous improvement.

Learning Advocacy:

Act as an ambassador for learning across Motorway, ensuring that learning delivery and programmes also align with the wider L&D approach at Motorway.

You could be a great fit it

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You have proven experience as a training manager within a contact centre environment You have demonstrable experience in designing and developing engaging training content using various methods and tools. It is essential to us that we this individual has the capability to do both. You have excellent presentation, facilitation, and communication skills, with the ability to engage and motivate learners. You have a strong understanding of learning principles and effective training methodologies. You have the ability to work collaboratively with different teams and stakeholders. You have excellent organisational and time management skills. You have a good knowledge of standard software (e.g., Microsoft Office Suite, Google-Suite, etc).

Our interview process

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Our interview process contains the following stages:

Qualifying Screen - 30 minutes Hiring Manager Interview - 60 minutes Final Interview - 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.