Customer Support Centre Specialist

**About The Role**:
Motability Operations are currently recruiting for a Customer Support Centre Specialist to join our team in Bristol on a full-time, permanent basis. 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.

This role will cover 35-hours per week with 3-days being 09:00-17:00 and 2-days 10:00-18:00.

**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**:
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.

As a Motability Operations team member, you can expect:

- An annual discretionary bonus
- 15% non-contributory pension (9% non-contributory pension during probation period)
- Life assurance at 4 times your basic salary to give you peace of mind that your loved ones will receive some financial help
- Employee Discount Scheme with a huge number of retailers and an app to save on the go
- Discounted Electric/Hybrid Car Salary Sacrifice Scheme
- Access to the Cycle to Work Scheme (we have showers, changing rooms and secure bike sheds on site)

As well as financial benefits, our staff's health and well-being are very important to us, so we also offer:

- 28 days annual leave with option to purchase and sell days
- Funded Private Medical Insurance cover
- Critical illness insuranc