Customer Service Team Manager

Due to growth of the Operations team at Motability we are looking for an established Team Manager to lead manage and develop a team of Case Managers in meeting and exceeding both team and company performance objectives, whilst ensuring the team provide anexceptional applicant experience. This is a great opportunity to make an impact on the lives of disabled people, by ensuring we provide them with a fantastic service as they join the Motability Scheme. We’d love to speak with you if you are experienced inmanaging teams and you are passionate about performance and providing support to new team members, you will be experienced in case management in a customer centric environment, focusing on quality not quantity in a contact centre environment.

**Purpose of the role**
- To lead, manage and develop a team of Case Managers and/or Grant Enquiry Advisors in meeting and exceeding both team and company performance objectives, whilst ensuring the team provide an exceptional applicant experience.

**Key Accountabilities**

**Core Duties**
- Manage, develop and motivate a team of Case Managers and or Grant Enquiry Advisors.
- Ensure the smooth day-to-day running of the processes within the team, managing workloads and resource to ensure that grants applicants receive a timely service within agreed performance objectives.
- Manage escalated issues when required.
- Ensure the team operates in line with all internal policies, governance and regulatory requirements.
- Lead on cross-divisional projects and initiatives when required.
- Provide data and supporting analysis when required, with regard to all of the above.
- Work proactively with Motability Operations and other Scheme Partners, to ensure the smooth running of all processes and policies.
- Proactively engage and consult with other internal or external colleagues on Scheme-wide issues, improvements and efficiencies.

**People Management**
- Proactively improve the applicant experience by acting on quality reports, monitoring quality within the team and coaching team members.
- Shadow and coach individual team members, providing constructive and objective feedback that helps identify and support their development.
- Proactively address and manage performance issues within the team with close liaison with the Learning and Development Team.
- Agree individual CRM objectives and support team members to achieve them through regular 1:1 meetings.
- Manage absence and attendance in line with company policies and procedures in conjunction with Human Resources.

**Continuous Improvement and Problem Solving**
- Identify issues and problems that are impacting on teams, applicants or the Scheme.
- Work alongside team members to understand what 'gets in the way’ of their work and to identify any 'waste’ activity.
- Encourage individuals to take responsibility for identifying and resolving issues.
- Get Case Managers and Grant Enquiry Advisors involved in testing and identifying solutions or alternative ways of working.
- Demonstrate and promote a solution focused environment.

**Experience and Track Record**

Essential:

- Experience of managing a customer centric team.
- Experience of a proactive approach to coaching of team members.
- Experience of performance management.
- Evidence of working in a fast paced environment.

**Capabilities Profile - Technical Skills/Knowledge**

Essential:

- Experience of using and acting upon information within a CRM database.
- IT literate with Microsoft Office Suite experience.

**Reporting line**

Reports to: Operations’ Managers

Direct Reports: Case Managers or Grant Enquiry Advisors

**Key Interfaces**:

- Case Managers and Grant Enquiry Advisors
- Applicants
- Motability staff
- Motability Operations staff
- Other Scheme partners
- Legal Professionals
- MP and constituent offices

?? **WHAT MOTABILITY CAN OFFER YOU** ??

A career with Motability can offer you so much more than earning potential. We pride ourselves in offering some fantastic benefits and a culture to match, some of which includes;
?? Holiday - 26 Days + 8 Bank Holidays, increasing to 28 days after 5 years’ service

?? Health and Wellbeing - We offer private health care with BUPA alongside an Employee Assistance Programme, eye tests, flu vaccinations, enhanced sick pay and discounted corporate gym membership. We take your physical AND Mental Health seriously, with ourdedicated mental health first aiders you will have support and understanding from your colleagues.

?? Family Friendly - We offer enhanced Parental Leave inclusive of Adoption Pay and we understand that families require flexibility, we provide time off for dependants, flexible working hours and the option to work from home. Life Assurance is 4 x your salary.

?? Diversity and Inclusion - We value everyone’s unique qualities and celebrate having a diverse and inclusive culture where everyone feels safe to be their authentic selves, no matter their age, ethnicity, religion, gender identity, sexual orientation,disability status, neurodiversity or otherwise. This is embedded in to our values and we celebrate our differences and create awareness throughout the year.

?? Celebrating Success - We love to recognise people that go above and beyond with our Spotlight Award as well as having team celebrations and social events throughout the year.

?? Pension - Up to 15%, inclusive of a 10% non-contributory addition and Motability matching your contributions up to 5%

We are a disability confident employer, feel free to make us aware of any reasonable adjustments you might need.