Application Experience Specialist

5 months ago

Bristol, United Kingdom Motability Operations Full time

**About The Role**:
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 brilliant starting salary of £29,903.13. This also has the potential to increase up to £34,400.39 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 The Assessment and what to expect
- You will be invited to complete a telephone role play which will involve 2 scenarios and completed with one of our Application Experience Team Managers
- If successful, you would then be invited to come along to our Bristol office to complete an assessment. This would involve a system exercise, interview and you will also get the opportunity to sit in with one of our Application Experience Advisors to gain further insight into the role.

**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 in to work with you every day, take ownership of your calls and are passionate about what you do. Our working environment is quite unique, we believe in empowering people to make their own decisions and with our hybrid working pattern this allows you to manage your own time.

To provide our best, we work to a set of values, chosen by our own employees, that together shape all we do:

- We find solutions
- We drive change
- We care

As well as the above, you should enjoy focussing on your own development, regularly investing time for self-improvement to continuously improve and grow your skills. Within this the opportunity for progression within the company could be just around the corner

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 Assessment and what to expect
- You will be invited to complete a telephone role play which will involve 2 scenarios and completed with one of our Application Experience Team Managers
- If successful, you would then be invited to come along to our Bristol office to complete an assessment. This would involve a system exercise, interview and you will also get the opportunity to sit in with one of our Application Experience Advisors to gain further insight into the role.

**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

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