Contact Centre Digital Optimisation Lead

Motability Operations Ltd; West of England; Hybrid; GBP 60.000 - 90.000; Vollzeit

Benefits dieser Stelle

Annual discretionary bonus

Pension 15% non-contributory

Life assurance 4x salary

Employee discounts

Cycle to Work Scheme

Zusammenfassung

Motability Operations Ltd is transforming customer service through AI and digital innovation. The role focuses on making digital solutions work harder and introducing capabilities that simplify journeys while improving efficiency.

You will work within the Operations and Transformation team, partnering with product teams and external partners to deliver measurable improvements and take ownership from opportunity to implementation.

Qualifikationen

• Proven experience implementing, managing or optimising digital solutions or technology-enabled improvements.
• Hands-on experience configuring, testing or troubleshooting digital systems.
• Track record of delivering measurable improvements through technology using data and insights.
• Strong analytical and problem-solving skills with data-driven focus.
• Experience reviewing processes or customer journeys and translating opportunities into digital improvements.
• Ability to take ownership of technical solutions and drive improvements through to completion.
• Strong communication skills; can explain complex tech to non-technical colleagues.

Aufgaben

• Drive digital innovation: implement, configure, test and improve digital solutions including automation and self-service tech.
• Use data and insights to identify opportunities and improve customer experiences.
• Investigate technical challenges and optimise solutions for best outcomes.
• Review processes to simplify customer journeys and reduce complexity.
• Collaborate with product teams, tech specialists, operations and external partners to enhance digital capabilities.
• Own opportunities from initial idea through implementation and ongoing optimisation.

Jobbeschreibung

About The Role

Help shape the future of customer service through AI and digital innovation.

Are you passionate about technology and the opportunities it creates to transform customer experiences? Do you enjoy getting hands-on with digital solutions, solving complex challenges and turning innovative ideas into real improvements?

What You'll Be Doing

Working within our Operations and Transformation team, you'll be at the heart of improving how our Contact Centre uses technology to support both customers and colleagues.

You’ll use your technical knowledge and experience to make our existing digital solutions work harder, while helping us introduce new capabilities that simplify customer journeys and improve operational efficiency.

Your Responsibilities Will Include

• Driving digital innovation: Implementing, configuring, testing and continually improving digital solutions, including conversational AI, automation, chatbots and self-service technologies.
• Making a measurable difference: Using data, customer insights and performance measures to identify opportunities, improve efficiency and deliver better customer experiences.
• Getting hands-on with technology: Investigating technical challenges, troubleshooting issues and optimising solutions to ensure they’re delivering the best possible outcomes.
• Improving customer journeys: Reviewing processes and digital interactions to identify opportunities for automation, remove unnecessary complexity and make things easier for our customers.
• Working collaboratively: Partnering with our Product Teams, technology specialists, operational colleagues and external providers to develop and enhance our digital capabilities.
• Taking ownership: Using your technical expertise and judgement to drive improvements from initial opportunity through to implementation and ongoing optimisation.

About You

What we're looking for

We're looking for someone who combines strong technical expertise with curiosity, problem-solving skills and a passion for improving customer experiences.

You’ll be comfortable working independently, confident navigating complex systems and motivated by seeing the real-world impact of your work.

To Be Successful In This Role, You’ll Bring

• Proven experience implementing, managing or optimising digital solutions, automation technologies or technology-enabled improvements.
• Hands-on experience configuring, testing, troubleshooting or enhancing digital systems.
• A track record of delivering measurable improvements through technology, with examples of the results you’ve achieved.
• Strong analytical and problem-solving skills, with the ability to use data and performance insights to identify and resolve issues.
• Experience reviewing processes or customer journeys and translating opportunities into practical digital improvements.
• The confidence to take ownership of technical solutions and drive improvements through to completion.
• Strong communication skills, with the ability to make complex technical information clear and easy to understand for non-technical colleagues and stakeholders.
• The ability to build effective relationships and work collaboratively with technical teams, operational colleagues and external partners.

It would be particularly beneficial if you have experience with:

• Conversational AI and Natural Language Processing (NLP).
• Chatbots, virtual assistants or automated customer interactions.
• Customer self-service technology.
• Digital optimisation within a Contact Centre or customer service environment.

You don't need to have worked with every technology mentioned above, but you should bring strong practical technical experience and an enthusiasm for developing your expertise further.

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 800,000 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 Motility 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
• One paid volunteering day every year to support a local charity
• Access to our accessible allotment in Bristol where we grow produce that is donated to local charities
• 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
• Donate to charity through payroll giving

At Motility 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 are a Certified B Corp, that means we meet B Lab Standards for social and environmental performance, transparency and accountability. This certification is only made possible because of the passion, care and commitment across our business.

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.