Customer Support Centre Team Manager (9-12 month Secondment/FTC)

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

Job summary

A leading mobility solutions provider is looking for a CSC Team Manager in Bristol to lead a team in delivering exceptional customer service. You will manage performance, develop team members, and ensure customer satisfaction. The role offers a hybrid working model and a strong emphasis on employee well-being and inclusion.

Benefits

Annual discretionary bonus

15% non-contributory pension

Private Medical Insurance

Employee Discount Scheme

28 days annual leave

Qualifications

• Proven experience in guiding team performance and supporting improvement.
• Strong relationship-building skills and ability to influence.
• Experience delivering excellent customer service and resolving complex queries.

Responsibilities

• Support and develop your team to deliver excellent levels of service.
• Collaborate with peers on business issues and efficiencies.
• Manage workloads to ensure effective resource deployment.

Skills

Team performance management

Customer service excellence

Resilience and adaptability

Relationship-building

Effective communication

Decision-making

Job description

About The Role

Motability Operations are currently recruiting for aCustomer Support Centre (CSC) Team Manager to join our team in Bristol on 9-12 month secondment/FTC. As a Team Manager, you will be responsible for leading and developing a team of Specialists whose responsibilities include managing our customers through their stopped allowance journey as well as managing the return of our Assets. This is an exciting opportunity to join a well-established team and work as part of a team of Managers in CSC as well as be part of the wider customer operations management team.

Main Responsibilities

• Support and develop your team to deliver excellent levels of customer service and performance standards. Ensuring all high level, departmental and individual KPI’s are met
• To work collaboratively with peers and Scheme partners on cross business issues, Scheme improvements and efficiencies
• Proactively manage workloads to ensure resources are deployed effectively.
• Proactively consult with other managers on cross company issues, scheme improvements and efficiencies to drive forward an enhanced customer experience and to ensure department consistencies
• To review and interpret management information, performing trend analysis and making recommendations to improve team processes and procedures
• To inspire, develop and motivate the team encouraging them to take ownership and accountability for decisions and to exceed customer expectations and increase satisfaction as measured by CSI and IC
• Manage costs in line with the Discretionary budget
• As part of a wider team, manage departmental engagement e.g. R & R, Training, HPO, Recruitment
• Facilitate communication and feedback through regular team meetings to enhance the customer experience and highlight issues as well as complete regular 121’s and performance reviews, offering continuous support and development
• Fully support the coaches in call quality, identifying issues of development and address areas of ongoing concern
• Manage absence, attendance and performance in line with department SLA’s/Targets and HR policy
• Cultivate an open and participative environment where individuals are encouraged to contribute
• Play a lead role in continuously improving our processes and making sure we drive improvements to maintain Scheme sustainability

About You

You’ll be an experienced people manager who enjoys operating within a customer centric environment and will have experience of guiding a team inline with objectives and SLAs. Your passion will be always to support our customers and you’ll use your customer focussed approach to guide your team to achieve the best results for the business as well as our Scheme users.

Minimum criteria

• Proven, demonstrable experience in guiding team performance, including setting objectives, monitoring progress and supporting improvement
• Responsibility for supporting and developing a team of people
• Strong relationship-building skills with the ability to influence and collaborate effectively
• Ability to communicate effectively and constructively in sensitive or complex situations
• Resilience and adaptability to remain effective under pressure and during periods of change.
• Experience of delivering excellent customer service and resolving complex queries
• Confident decision-making using management information
• Experience of proactively managing processes and KPI’s to drive performance

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.