Job Title: Customer Transaction Leads
Location: Head Office
Salary: £60,000 OTE
Reports To: Customer Transaction Manager
Department: Sales
About Us:
At Carsa, our mission is to evolve the UK’s car buying journey with a seamless, convenient, and affordable Omni-Channel experience, offering customers exceptional choice, great value, and a reliable service.
Our company values drive everything we do:
- Customer-Centric Innovation – Delivering Value & Convenience
- Innovation & Agility – Driving the Future of Automotive Retail
- Collaboration & Integrity – Stronger Together
- Sustainable Growth & Responsibility – Building for the Long Term
Role Overview:
The Transaction Lead role is a pivotal Management position within Carsa's central Sales and support function. This hands-on role is responsible for leading and managing the Transaction Support and Transaction Teams, ensuring the smooth operation of our contact centre. Focusing on operational excellence, service efficiency, team performance, and delivering a seamless customer experience aligned with Carsa’s vision.
A key role in driving revenue growth, streamlining processes, and maintaining compliance with all regulatory and FCA requirements. This role requires strong leadership, excellent communication, and a commitment to continuous improvement.
Key Responsibilities
Leadership & Strategy:
- Lead, inspire, and support the Transaction Support and Transaction Teams to achieve daily, weekly and monthly targets.
- Implement departmental strategies that align with Carsa’s business objectives and customer-focused mission.
- Foster a high-performance culture through effective communication, recognition, and collaboration.
- Conduct monthly 1-2-1 meetings, frequent call listening and coaching along with implementing Personal Development Plans (PDPs) for all team members.
- Act as a brand ambassador for Carsa, ensuring professional conduct at all times.
Operational Management:
- Oversee daily operations across the contact centre, ensuring accuracy and timeliness in all tasks.
- Utilise tools such as Amazon Connect and CRM systems to manage workflows and optimise call handling.
- Forecast resource requirements and develop rota plans to ensure optimal coverage and performance.
- Maintain all team areas and workstations to high standards of safety and cleanliness.
- Ensure all customer transactions are accurately recorded and all supporting documentation is properly completed and submitted.
- Drive compliance with FCA guidelines and internal policies, ensuring legal obligations are met at all times.
Sales & Customer Service Excellence:
- Monitor and coach team members to enhance the quality of customer interactions and maximise sales opportunities.
- Support Central Sales in meeting and exceeding sales targets, contributing to Carsa’s overall revenue performance.
- Ensure every customer receives clear explanations of all paperwork and documentation before signatures are obtained.
- Handle escalated customer complaints professionally and ensure resolutions are timely and satisfactory.
- Continuously seek and implement improvements to customer experience and service delivery.
Performance & Continuous Improvement:
- Track team KPIs and produce regular reports highlighting trends, challenges, and improvement opportunities.
- Use insights from data, customer feedback, and call listening sessions to enhance operational performance.
- Collaborate with other departments to improve cross-functional processes and customer journeys.
- Drive innovation through the adoption of technology and process improvements that support long-term business goals.
Job Type: Full-time
Pay: Up to £60,000.00 per year
Work Location: In person
