Electric Vehicle Account Specialist

7 months ago

Bristol, United Kingdom Motability Operations Full time

**About The Role**:
Motability Operations are currently recruiting for an Electric Vehicle Account Specialist to join our team in Bristol or Edinburgh on a 12 Month Secondment. EV adoption is increasing and customers are more aware of EV’s as an option for their next scheme vehicle. We are looking to recruit a team of Electric Vehicle Specialists who will support existing and prospect customers on this journey.

The key deliverable will be to support customers with EV focused expertise as they consider their next vehicle. You will support existing EV customers to renew and find solutions for customer who maybe struggling with the change to EV. As a result, this team will help improve renewal and retention rates.

You will be expected to promote EV uptake through inbound prospect contacts via the telephone and web chat. We are looking for you to improve and establish processes, skills, and knowledge.

We will provide bespoke training on EV’s and charging.

This is an exciting opportunity to support our business deliver its ambitions around lean to green.

Our opening hours are 8am - 7pm Monday to Friday and 9am - 5pm on Saturday. This means there are a variety of flexible working patterns happening across the team, but we make sure that the team gets together at least once a month. This will be one of the 1st cross site manager inbound team created in Customer Services and as a result the manager for the team will be recruited in either Edinburgh or Bristol dependent on the location of the majority of specialist recruited (Please talk to us about hours)

The team will also support our inbound contact centre, during quieter times for the new EV team.

You love helping people and have a real passion for customers, ensuring every customer is treated as an individual. You enjoy speaking to customers, have a warm and friendly telephone manner and can show empathy to the customers situation.

You will need to be energetic, resilient and customer focused whilst also having a commercial awareness.

You will thrive on being empowered and trusted to make your own decisions. You will have the ability to take ownership of your calls asking effective questioning whilst listening to customers concerns.

**About You**:
You will need to be able to organise, plan and prioritise workloads, and work in a fast-moving environment where balanced decisions need to be made to support our customers.

You will need to be agile and forward thinking in trying to support the strategic goals of the team.

Along with this, You will:

- have genuine passion for EV’s and our strategic direction.
- have a Solution focused approach.
- have an excellent telephone manner.
- Be able to communicate effectively at all levels.
- have the desire to inspire trust and build strong relationships with both the customers, Dealers and external partners.
- enjoy working within a team but be able to work independently
- be able to demonstrate strong attention to detail.

**Minimum criteria**:

- Customer Service experience
- Experience of working in a customer focused environment, meeting KPI’s and call quality targets
- 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 630,000 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

As a Motability Operations team member, the benefits you can expect are:

- Competitive reward package including an annual discretionary bonus
- 15% non-contributory pension (9% non-contributory pension during probation period)
- 28 days annual leave with option to purchase and sell days
- 1 day for volunteering
- Funded Private Medical Insurance cover
- Electric/Hybrid Car Salary Sacrifice Scheme and Cycle to Work Scheme
- Life assurance at 4 times your basic salary to give you a peace of mind that your loved ones will receive some financial help
- Funded health screening for over 50s
- Voluntary benefits: charitable giving, critical illness in

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