Customer Support Centre Specialist

Motability Operations are currently recruiting for a Customer Support Centre Specialist to join our team in Bristol on a full-time, permanent basis. As a member of the Customer Support Centre (part of the wider Customer Operations department), you will be supporting our customers through the Stopped Allowance process and managing the return of our Vehicles for the more non-standard collections. This is a blended role so the ability to adapt to a variety of tasks is key.

The Stopped Allowance journey for many of our customers is a worrying time, as they may face the possibility of losing their vehicle. Therefore, it is crucial to demonstrate compassion and patience. You will be responsible for making decisions that balance the needs of the customer and the business while maintaining a fair perspective.

In the Asset Recovery element of the role, you will assist in the locating and recovery of customers’ vehicles when they have not been returned through the normal process. This will require investigative skills and the ability to think creatively. You will also be involved in organising the repossession of vehicles and managing relationships with external agents.

Work is a blend of inbound calls and administrative casework and inbox management, and a flexible approach to switching between these skills is essential.

This role will cover 35-hours per week with 3-days being 09:00-17:00 and 2-days 10:00-18:00.

About You
 You will show compassion and patience whilst balancing Customer and Business needs 
 You will be adaptable to work and be comfortable switching between skillsets quickly. 
 You will be enthusiastic about change & comfortable in a fast-paced environment 
 You will be approachable, supportive, and understanding with both your team and other colleagues within the department. 
 You will demonstrate resilience whilst under pressure and be able to solve issues in a logical manner. 
 You will take full ownership of problem and have a can-do approach to resolving 
 You will be confident in proactively supporting and interacting with other areas of the business and external agents. 
 You will have the confidence to explain rationale around any decision making and feel comfortable objection handling tricky situations. 

Minimum Criteria
 Experience of working in a customer focused area, meeting KPI’s and monthly Targets 
 Demonstrate a considerate and empathetic phone manner 
 Ability to influence others via effective communication 
 Basic computer skills including excel/word/PowerPoint 
 A proactive and motivated approach to resolving issues first time 
 Desire to learn and improve 

About The Company
Motability Operations is a unique organisation, virtually one of a kind. We combine a strong sense of purpose with a real commercial edge to ensure we provide the best possible worry-free mobility solutions to over 700,000 customers and their families across the UK. Customers exchange their higher rate mobility allowance to lease a range of affordable vehicles (cars, wheelchair accessible vehicles, scooters, and powered wheelchairs) with insurance, maintenance and breakdown assistance included. We are the largest car fleet operator in the UK (purchasing around 10% of all the new cars sold in the UK) and work with a network of around 5,000 car dealers and all the major manufacturers. We pride ourselves on delivering outstanding customer service, achieving an independently verified customer satisfaction rating of 9.8 out of 10.

Our Values Are At The Heart Of Everything We Do. They Represent Ambition, And We Look For Our People To Live And Breathe Them Every Day

 We find solutions 
 We drive change 
 We care 

We operate hybrid working across the organisation where we split our time between working on-site at our offices, and at home, remotely within the UK. We believe hybrid working achieves a good work/life balance for our colleagues, allowing us to connect with each other, collaborate on important work, and perform together to deliver for our customers. It allows us to have the flexibility to work remotely up to 2-days per week whilst also using the great office spaces we have available.

As a Motability Operations Team Member, You Can Expect
 An annual discretionary bonus 
 15% non-contributory pension (9% non-contributory pension during probation period) 
 Life assurance at 4 times your basic salary to give you peace of mind that your loved ones will receive some financial help 
 Employee Discount Scheme with a huge number of retailers and an app to save on the go 
 Discounted Electric/Hybrid Car Salary Sacrifice Scheme 
 Access to the Cycle to Work Scheme (we have showers, changing rooms and secure bike sheds on site) 

As well as financial benefits, our staff's health and well-being are very important to us, so we also offer:

 28 days annual leave with option to purchase and sell days 
 Funded Private Medical Insurance cover 
 Critical illness insurance 
 Free access to healthcare apps, such as Peppy, Unmind, Aviva Digital GP 
 Funded health screening for over 50s 
 1 day per year to volunteer – Staff can support a local charity or do a sponsored event whilst being paid for it 
 Access to our fully accessible company allotment – Where we grow our own produce for local charitable organisations 
 Access to Prayer room and quiet spaces whilst working in the office 

We also understand that not everyone is the same so offer several voluntary benefits that you can select outside the core package, these include;
Dental Insurance 
 Health and cancer screenings for you and your partner 
 Discounted gym memberships 
 Charitable giving 

If this sounds like the right position for you, just click the “APPLY NOW” button. You will be directed to the Register Now to proceed with the online application.