Customer Support Centre Specialist

7 months ago


Bristol, United Kingdom Motability Operations Full time

**About The Role**: 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.
**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**:
We’re the company behind the Motability Scheme. We exist to deliver smart, sustainable solutions that improve our customers’ mobility in a fast-changing world. We’re the UK’s largest car leasing company and we help over 750,000 people get on the road.

We employ over 1800 people, across London, Bristol, Edinburgh, and Coalville. We know our people are key to our success, so we aim to create an environment that allows our employees to flourish. We look for highly motivated people with a combination of commercial sense and real enthusiasm to meet our customers' needs.

**What we do**

We lease a wide range of tailored mobility solutions to people who receive of one of the Government’s qualifying mobility allowances. Our customers choose a car, Wheelchair Accessible Vehicle (WAV), scooter or powered wheelchair that best suits their needs. We take care of their insurance, breakdown, servicing and more, as part of our worry-free package.

At the end of the lease, our customers can exchange their vehicle for a brand-new model. Each year we sell and move around 200,000 cars. This makes us the largest supplier of single-source vehicles back into the used car market.

The Scheme has been providing affordable, worry-free motoring for over 45 years. We pride ourselves on delivering outstanding customer service, with an independent customer satisfaction rating of 9.6 out of 10.

**How we work**

We work in a hybrid way. That means remotely for up to two days each week and in our great office spaces the rest of the time. This gives us a good work/life balance and lets us collaborate and deliver for our customers. Visit our website to find out more.

We do our best to accommodate part-time and flexible working requests, where possible, to build on our culture of trust, empowerment, and flexibility.

**Our beliefs and values**

We believe in building a diverse workforce, where our people are empowered to attend work as their true selves. We encourage people from all backgrounds to apply.

We want to sustain a nurturing culture. And our people to be rewarded equally, regardless of race, national or ethnic origin, sexual orientation, age, disability, or gender.

Our values are at the heart of everything we do:

- We believe no one should be left behind
- We find solutions
- We believe we must take the lead
- We drive change
- We believe everything starts with the customer
- We care

**What we can offer you**
- **Pay**: competitive salary, with a yearly discretionary bonus, based on your performance
- **Holida



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