About The Role
Motability Operations are currently recruiting for Application Experience Advisors to join our brand-new Application Experience Team in Bristol on a full-time, permanent basis. Forming part of our Customer Contact Services Department, you will be responsible for supporting the application process for both car dealerships and Motability Scheme customers across phone, email, and live chat. Ultimately, you will ensure where possible that you deliver an excellent end-to-end service to your customers; the Motability Scheme users.
This is a varied role where you will have the chance to work together with other areas of your team and also the wider business. This is a Full-Time position covering 37 hours a week with a brilliant starting salary of £32,340.24. This also has the potential to increase up to £37,203.99 with our in-house progression programme within the business.
The shifts will be based on a 4-week rotation:
* 08:00am-16:00pm
* 09:00am-17:00pm
* 09:30am-17:30pm
* 11:00am-19:00pm
As well as Monday - Friday, there will be 1 week in 4 where you will work a Saturday 9am-5pm. Shift includes 3 in 5 Bank Holidays and all include 1-hour breaks.
About You
To be successful in the role, you should possess a customer-focused attitude where you naturally put the customer experience at the centre of your thought processes. You look to meet their needs and solve their problems. Be a natural listener and good communicator, the kind of person who can empathise with a customer, understand what they want and work out what to do next whilst always looking to improve the customers experience.
As you will be communicating with a range of customers, dealers and internal stakeholders, it is important that you have strong communication skills both verbal and written and you can manage your own time independently whilst working as part of a team. What's most important to us is that you bring your whole self into work with you every day, take ownership of your calls and are passionate about what you do.
Minimum criteria:
* Customer Service experience
* Experience of working in a customer focused environment, meeting KPI’s and call quality targets
* Basic knowledge of PC literacy within a Windows environment
* Clear and articulate telephone manner
* A genuine interest in providing excellent Customer Service
* Ability to work under pressure in a fast-paced environment
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 pride ourselves on delivering outstanding customer service, achieving an independently verified customer satisfaction rating of 9.8 out of 10.
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)
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
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.
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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