Hire Car & Continuous Support Specialist (6-9 Month Secondment)

Motability Operations are currently recruiting for Specialists to join our Customer Experience Pilot Team in Edinburgh, forming part of our Customer Contact Services Department. You will be responsible for managing customers who have had a total loss write-off into a new scheme product as efficiently as possible, ensuring a great customer experience and controlling continuous mobility costs. This will include speaking to and supporting Motability Scheme customers across phone and email The key deliverable will be to support customers who are in current hire cars with placing a new application or supporting the end of lease process. You will need to be able to organise, plan and prioritise workloads, and work in a fast-moving environment where balanced decisions need to be made to support customers in real time. You will form part of a team that will be the primary contacts for the DLM total loss gap team, internal teams and dealers for cases being managed within MO for hire cars following total loss

You will need to be able to organise, plan and prioritise workloads, and work in a fast-moving environment where balanced decisions need to be made to support our customers and our business. You will need to be agile and forward thinking in trying to support the strategic goals of the team. You will:

• Have a solution focused approach.
• Have an excellent telephone manner.
• Be able to communicate effectively at all levels.
• Have the desire to inspire trust and build strong relationships with both the customers, Dealers, and external partners.
• Enjoy working within a team but be able to work independently.
• Be able to demonstrate strong attention to detail
• Be able to difficult conversations with customers about returning their cars.
The team will work within the core operating hours (including Saturdays). This means various flexible working patterns are happening across the team to support our customers. You love helping people and have a real passion for customers, ensuring every customer is treated as an individual. You enjoy speaking to customers, have a warm and friendly telephone manner and can show empathy to the customer's situation whilst balancing the business's need to make tough decisions. You will need to be resilient and customer-focused while also having a commercial awareness. You will have the ability to take ownership of your calls asking effective questioning whilst listening to customer's concerns Minimum criteria:
• Customer Service experience
• Experience of working in a customer focused environment, meeting KPI's and call quality targets
• Clear and articulate telephone manner
• A genuine interest in providing excellent Customer Service
• Ability to work under pressure in a fast-paced environment.
• Ability to deliver difficult messages.
  
  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 insurance
• Free access to healthcare apps, such as Peppy, Unmind, Aviva Digital GP
• Funded health screening for over 50s
• 1 day per year to volunteer - Staff can support a local charity or do a sponsored event whilst being paid for it
• Access to our fully accessible company allotment - Where we grow our own produce for local charitable organisations
• Access to Prayer room and quiet spaces whilst working in the office
We also understand that not everyone is the same so offer several voluntary benefits that you can select outside the core package, these include;
• Dental Insurance
• Health and cancer screenings for you and your partner
• Discounted gym memberships
• Charitable giving
At Motability Operations, we believe in building a diverse workforce, where our people are empowered to attend work as their true selves, and we encourage people from all backgrounds to apply. We want to sustain a culture that nurtures, where employees are free to flourish and where they're rewarded equally, regardless of race, nationality or ethnic origin, sexual orientation, age, disability, or gender. 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. Please note, Motability Operations reserves the right to bring forward the closing date of any of its job vacancies if we receive a suitable number of quality applications from which to make a shortlist. Therefore, we recommend that you apply as soon as possible rather than wait until the published closing date.