About The Role
Motability Operations are currently recruiting for a Workplace Helpdesk Administrator to join our team in Edinburgh on a full-time, permanent basis. Our department mission is to be bold, placing exceptional customer service at the forefront, cultivating a supportive, flexible and sustainable workplace environment that consistently surpasses the evolving needs of our business.
You’ll be required to support the day-to-day function of the team from the helpdesk making sure your customer requests are responded to in a friendly, flexible and facilitative manner. You will be required to proactively manage all customer contact (primarily dealing with inbound helpdesk, email and telephony queries but can be any contact method) and keep customers updated on the progress of jobs in line with established SLAs and using a variety of media. To escalate expired workplace service requests and customer complaints through to the appropriate Workplace Manager in a timely manner. Provide day to day administrative support to the Workplace team, monitor outstanding job sheets and produce backlog reports to ensure the CAFM system is always up to date. Proactively liaise with the Workplace Coordinators to ensure accurate, relevant and timely communication is maintained at all times. Raise reactive and planned jobs in line with contract/SLA requirements. Support the Workplace Managers with the control of contract specific requirements.
Be flexible in approach and outlook and be prepared to help in all aspects of our Workplace Management proposition.
The role is varied, and you’ll be required to coordinate various tasks at once working with a variety of internal and external stakeholders.
Due to the nature of this role, we would require our Workplace Administrator on-site 5-days per week.
About You
This is an exciting role to support the Workplace Team in managing a varied property portfolio. You will be passionate about working in a highly effective Workplace team to support our customers. Your keen eye for detail and enthusiasm for customer service will be essential to the delivery of a first-class helpdesk service.
You should have an awareness of workplace management and environment, health & safety. You’ll need to have a keen eye for detail and the ability to create reports and identify trends to drive change throughout the organisation.
Minimum criteria:
1. Excellent customer service skills
2. Experience of communicating through various media
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:
1. We find solutions
2. We drive change
3. 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:
1. An annual discretionary bonus
2. 15% non-contributory pension (9% non-contributory pension during probation period)
3. Life assurance at 4 times your basic salary to give you peace of mind that your loved ones will receive some financial help
4. Employee Discount Scheme with a huge number of retailers and an app to save on the go
5. Discounted Electric/Hybrid Car Salary Sacrifice Scheme
6. 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:
1. 28 days annual leave with option to purchase and sell days
2. Funded Private Medical Insurance cover
3. Critical illness insurance
4. Free access to healthcare apps, such as Peppy, Unmind, Aviva Digital GP
5. Funded health screening for over 50s
6. 1 day per year to volunteer – Staff can support a local charity or do a sponsored event whilst being paid for it
7. Access to our fully accessible company allotment – Where we grow our own produce for local charitable organisations
8. 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:
1. Dental Insurance
2. Health and cancer screenings for you and your partner
3. Discounted gym memberships
4. Charitable giving
At Motability Operations, we believe in building a diverse workforce, where our people are empowered to attend work as their true selves, and we encourage people from all backgrounds to apply. We want to sustain a culture that nurtures, where employees are free to flourish and where they’re rewarded equally, regardless of race, nationality or ethnic origin, sexual orientation, age, disability, or gender.
We pride ourselves on being an inclusive employer and as such, all our offices provide first-rate disability access. With our hybrid working environment, we do our best to accommodate part-time and flexible working requests where possible, building on our culture of trust, empowerment, and flexibility.
Please note, Motability Operations reserves the right to bring forward the closing date of any of its job vacancies if we receive a suitable number of quality applications from which to make a shortlist. Therefore, we recommend that you apply as soon as possible rather than wait until the published closing date.
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