Operations Coordinator

3 weeks ago

Bristol, Bristol, United Kingdom Motability Operations Full time
About The Role

Motability Operations is currently seeking an Operations Coordinator to assist the Logistics & Vehicle Assignment Team in ensuring that all vehicles being returned from the scheme are allocated, routed and moved through the correct sales channel and are completed within service level agreements through to point of sale.

Key Responsibilities
  • Liaise with 3rd party partners to ensure all team reporting and administrative support is actioned within agreed timescales.
  • Work efficiently and effectively to make decisions on the best outcomes for vehicles, customers and key stakeholders alike.
  • Assist in ensuring that all vehicles are allocated, routed and moved through the correct sales channel and are completed within service level agreements through to point of sale.
About You

We are looking for a motivated and organized individual who is able to take full ownership of issues and continuously strive for improvement. The ideal candidate will have a genuine interest in providing excellent customer service and be able to communicate with people at all levels.

  • Takes full ownership of issues and continuously strives for improvement.
  • Gain an understanding of all areas within Motability Operations especially Vehicle Remarketing.
  • Ability to make quick decisions considering commercial impact.
  • Demonstrates an enthusiastic 'can do' attitude.
  • Flexible across a variety of tasks and activities as required, and according to the changing needs of the business.
  • Engage in a direct and personal way.
  • Excellent communicator at all levels, maintaining open lines of communication with interlinking teams particularly within the Vehicle Remarking Department.
  • Maintain working relationships with Customer Service teams at both refurbishment centres, and logistics suppliers and other business partners as required.
  • Cascade information appropriately delivering the right message at the right time.
  • Ability to work under pressure and solve issues in a logical manner.
  • Proactively solve diverse problems and be forward thinking in responses.
  • Demonstrate flexible and facilitating approach to finding solutions and making recommendations for change.
  • Ensure the most cost effective resolution is reached.
  • Has the ability to balance the needs of the customer with the needs of the business.
  • Treats customers as individuals, takes into account individual circumstances and provides an appropriate solution.
  • Inspire trust and fosters strong relationships built on a professional approach.
  • Ensure all communication is written or spoken in a friendly and professional manner.
  • Be confident dealing with and understanding the needs of external and internal customers, communicates reasoning so the customer can understand decisions.
  • Strives to continually improve personal performance in order to achieve and exceed individual, team and departmental SLA's and KPI's.
  • Works as part of a team and supports colleagues.
Minimum Criteria
  • Ability to communicate with people at all levels.
  • Proven telephone experience.
  • Proven excellent customer services experience.
  • A genuine interest in providing excellent customer service.
  • Accuracy skills and attention to detail.
  • Administration experience.
  • Experience of working to service levels.
  • Good relevant PC & administrative skills, eg: Microsoft, Excel (using V look-up) and Microsoft Word, Outlook.
  • Excellent written and verbal communication.
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 insurance, dental insurance, health and cancer screenings for you and your partner, discounted gym memberships and season ticket loans.
  • Employee Discount Scheme with an app to save on the go.
  • Free access to healthcare apps such as Peppy, Unmind, Aviva Digital GP and volunteering app on Hand for all employees.
  • Generous family leave policies.

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.

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