Application Experience Advisor

Motability Operations; Bristol; Hybrid; GBP 29,000 - 35,000; Full time

Job summary

A leading mobility solutions provider in Bristol is seeking a full-time customer service representative to deliver exceptional service. With a starting salary of £29,903.13, the role allows for progression up to £34,400.39. The successful candidate will engage with a variety of customers, requiring excellent communication skills and a commitment to customer satisfaction. A unique hybrid working environment promotes flexibility and empowerment. Benefits include a competitive rewards package, pension, and health cover.

Benefits

Competitive reward package

15% non-contributory pension

28 days annual leave

Volunteering day

Funded Private Medical Insurance

Electric/Hybrid Car Salary Sacrifice Scheme

Life assurance

Funded health screening

Employee Discount Scheme

Free access to healthcare apps

Qualifications

• Customer Service experience in a fast-paced environment.
• Clear and articulate telephone manner.
• Genuine interest in providing excellent customer service.

Responsibilities

• Work with the team to deliver a high standard of customer service.
• Handle customer queries and troubleshooting via telephone.
• Participate in assessments and role plays for skill development.

Skills

Customer Service experience

Strong communication skills

PC literacy within a Windows environment

Ability to work under pressure

Job description

About The Role This is a varied role where you will have the chance to work together with other areas of your team and also the wider business.

This is a Full-Time position covering 37 hours a week with brilliant starting salary of £29,903.13. This also has the potential to increase up to £34,400.39 with our in-house progression programme within the business.

The shifts will be based on a 4 week rotation :

• 08.00am-16.00pm
• 09.00am-17.00pm
• 09.30am-17.30pm
• 11.00am-19.00pm.

As well as Monday - Friday, there will be 1 week in 4 where you will work a Saturday 9am-5pm. Shift includes 3 in 5 Bank Holidays and all include 1-hour breaks. About The Assessment and what to expect

You will be invited to complete a telephone role play which will involve 2 scenarios and completed with one of our Application Experience Team Managers

If successful, you would then be invited to come along to our Bristol office to complete an assessment. This would involve a system exercise, interview and you will also get the opportunity to sit in with one of our Application Experience Advisors to gain further insight into the role. About You To be successful in the role, you should possess a customer-focused attitude where you naturally put the customer experience at the centre of your thought processes. You look to meet their needs and solve their problems. Be a natural listener and good communicator, the kind of person who can empathise with a customer, understand what they want and work out what to do next whilst always looking to improve the customers experience.

As you will be communicating with a range of customers, dealers and internal stakeholders, it is important that you have strong communication skills both verbal and written and you can manage your own time independently whilst working as part of a team.

What's most important to us is that you bring your whole self in to work with you every day, take ownership of your calls and are passionate about what you do. Our working environment is quite unique, we believe in empowering people to make their own decisions and with our hybrid working pattern this allows you to manage your own time.

To provide our best, we work to a set of values, chosen by our own employees, that together shape all we do :

We find solutions

We drive change

We care

As well as the above, you should enjoy focussing on your own development, regularly investing time for self-improvement to continuously improve and grow your skills. Within this the opportunity for progression within the company could be just around the corner!

Minimum criteria :

Customer Service experience

Experience of working in a customer focused environment, meeting KPI’s and call quality targets

Basic knowledge of PC literacy within a Windows environment

Clear and articulate telephone manner

A genuine interest in providing excellent Customer Service

Ability to work under pressure in a fast-paced environment

About The Assessment and what to expect

You will be invited to complete a telephone role play which will involve 2 scenarios and completed with one of our Application Experience Team Managers

If successful, you would then be invited to come along to our Bristol office to complete an assessment. This would involve a system exercise, interview and you will also get the opportunity to sit in with one of our Application Experience Advisors to gain further insight into the role.

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.