Grants Enquiry Advisor

**Salary £22,000 - £24,000**

**About the role** You will be responsible for answering and resolving multi-channel contact and taking ownership for delivering a high quality service to our disabled beneficiaries. You'll be working within a fast paced environment dealing with a wide range of enquiries regardingGrant making and our charitable activities. This is a fantastic opportunity to make an impact on the lives of disabled people.

**What you'll be doing**:

- Act as the first point of contact for beneficiaries, dealing effectively with requests, answering queries and taking responsibility for processing each enquiry through to a satisfactory conclusion.
- Work with internal departments to ensure the beneficiary experience is at the highest level.
- To contact beneficiaries in accordance with agreed procedures.
- To continuously improve the service we offer by providing feedback on trends and improving own approach based on beneficiary feedback and call monitoring.
- Deliver excellent telephone communication by following our GET principles (Get me, Get the plot, Get it done and Get in control)
- Ensure case notes are compiled accurately and relevant databases updated and maintained in line with data retention and data protection guidelines.
- Ensure beneficiaries are fully appraised of next steps and understand resolution proposed.
- Manage beneficiary interactions effectively and follow through on actions required, in line with performance objectives.
- Investigate all contact from beneficiaries thoroughly, understanding the root cause of issues or problems in order to provide the right resolution.
- Proactively identify opportunities for continuous improvement - ways in which we can work better for our beneficiaries and the charity.
- Participate in other projects and initiatives as required.
- Support business requirements and where necessary provide support to other areas of the business.
- Provide administrative duties as required.

**What will make you great in this role?**:

- Treat beneficiaries as individuals and take time to understand their situation.
- Be sensitive, tactful and a strong listener - addressing objections in an assertive and constructive way.
- Be a strong team player, sharing knowledge and information, contribute to team initiatives and team meetings, help others and treat everyone fairly and with respect.
- Be well organised of your own workload, manage priorities and have a strong attention to detail.
- Demonstrate resilience to daily challenges.
- Ability to solve problems with an analytical, detailed and methodical approach.
- Have a balanced and considered approach to decision making using initiative where appropriate.
- Ability to deal effectively with objection handling.

**Your experience**:
Must haves:

- Experience in a high volume contact centre environment.
- Experience in investigation and information gathering.
- Excellent verbal and written communication skills.
- Working knowledge of Microsoft Office i.e. Word, Excel, PowerPoint and Outlook.
- Ability to accurately compose letters and case notes.
- Experience of using customer databases (CRM).

Nice to haves:

- Experience of dealing with front line customer complaints.
- Case management experience.
- Knowledge or lived experience of disability in either personal or professional life.

**Reporting lines and relationships**: Reports to: Charitable Operations Team Manager, Charitable Operations

**Extra information**:

- The role is based In Harlow, Essex at Motability's offices, easily commutable from London, 30 minutes from Liverpool Street station or 18 minutes from Tottenham Hale station.
- Some travel may be required for training and off-site meetings.
- We offer blended working within this role after a successful training and probation period.

**Benefits**

?? 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.