Customer Application Solutions Team Manager (6-month Secondment/FTC)

Motability Operations; Bristol; Hybrid; GBP 35,000 - 50,000; Full time

Job summary

Motability Operations is seeking a Customer Application Solutions Team Manager for a 6-month secondment in Bristol. The successful candidate will lead a team of Account Managers, oversee customer support processes, and drive a culture of continuous improvement, ensuring high-quality service delivery for our customers.

Benefits

28 days annual leave

Life assurance at 4 times basic salary

Discretionary annual bonus

Non-contributory pension

Discounted Electric/Hybrid Car Scheme

Access to Cycle to Work Scheme

Qualifications

• Proven experience in managing a team.
• Strong objection-handling skills.
• Ability to analyse data and make informed decisions.

Responsibilities

• Provide leadership to a team of skilled Account Managers.
• Guide the team on customer support and case management.
• Monitor team's performance and implement process improvements.

Skills

Leadership

Communication

Problem Solving

Decision Making

Organizational Skills

Education

No specific degree mentioned

Job description

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About The Role

Motability Operations are currently recruiting for a Customer Application Solutions Team Manager to join our team in Bristol on a full-time 6-month secondment. This is an exciting opportunity to join a high-performing Customer Application Solutions Team (CAST) as a Team Manager. You'll work closely with the CAST Team Manager to expand and develop an established team, integrating new workflows resulting from Connected Insurance initiatives, while maintaining service level agreements (SLAs) across existing operations.

In this role you will:

• Provide inclusive and supportive leadership to a team of skilled Account Managers, ensuring the consistent delivery of excellent customer service and driving a culture of continuous improvement.
• Lead and support the team of Account Managers to review applications that cannot progress due to failing a scheme policy or rule.
• Oversee the management of In Life Tracker case reviews, ensuring concerns of misuse are addressed effectively.
• Guide the team in supporting customers navigate Connected Insurance onboarding, including pairing with the Drive Safe with Motability app.
• Provide leadership on sensitive cases, including instances where a customer may need to be removed from the scheme due to driving behaviours outside of acceptable parameters.
• Manage a third-party supplier - TGSS who install location trackers and contract management, ensuring adherence to SLAs, effective communication, and timely issue resolution.
• Monitor the team's performance and progress towards meeting individual and team targets, ensuring consistent high-quality service delivery.
• Act as a point of escalation for complex cases, providing expert advice and support to the team.
• Identify opportunities for continuous improvement in team processes and support their successful implementation.
• Build strong collaborative relationships with internal departments to ensure seamless case management and progression
• Champion team development through coaching, training, and constructive feedback

About You

The ideal candidate is an experienced leader, capable of motivating and coaching a team to achieve goals and maintain high performance.

Excellent organisational and time-management skills to effectively lead the team and ensure operational targets are met.

Strong decision-making skills, with the ability to balance customer needs and business objectives while supporting team members.

Excellent communication skills, with the ability to engage confidently with senior managers and other departments.

A natural problem solver, able to support team members in navigating complex cases and providing solutions.

Strong leadership qualities, including the ability to inspire and develop team members, and foster a collaborative working environment.

A proactive approach to identifying and implementing process improvements that benefit the team and business.

A confident Subject Matter Expert (SME) for CAST workflows, ensuring best practices are followed and providing ongoing coaching to team members.

Minimum criteria:

• Proven experience in managing a team, with a track record of delivering high-quality customer service.
• Excellent communication and interpersonal skills, with the ability to engage and manage stakeholders at all levels.
• Experience in managing third-party suppliers and contractors, managing contractual obligations, setting expectations, and ensuring service delivery meets agreed-upon standards.
• Strong objection-handling skills, with experience leading challenging conversations and providing effective resolutions.
• Ability to analyse data, assess team performance, and make informed decisions to improve processes and outcomes.
• A background in coaching or mentoring a team, with a focus on individual and team development.

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 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.