Fleet Control Specialist

Motability Operations Limited; Harry Stoke; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A leading mobility solutions provider in the UK is seeking a Fleet Control Specialist for its team in Bristol. Responsibilities include managing repair costs and providing customer support while balancing service excellence and budget considerations. Ideal candidates will have a deep understanding of the epyx 1Link system and strong commercial awareness. Offering a hybrid work environment, competitive benefits, and a commitment to inclusivity, this role is pivotal to enhancing customer experience while controlling costs.

Benefits

Annual discretionary bonus

15% non-contributory pension

Life assurance 4x basic salary

Employee Discount Scheme

Access to Cycle to Work Scheme

28 days annual leave

Funded Private Medical Insurance

1 day volunteering pay

Qualifications

• Detailed understanding of the epyx 1Link system.
• Strong commercial focus balancing customer service with cost efficiency.
• Ability to prioritize workloads and meet targets.
• Strong analytical skills for data sorting and analysis.

Responsibilities

• Review all repair requests to ensure proper costs are controlled.
• Handle customer and dealer queries with a focus on service.
• Provide technical support and arbitrate between stakeholders.
• Collaborate with various business areas as needed.

Skills

Technical knowledge

Commercial awareness

Customer service

Organizational skills

Tools

epyx 1Link system

Job description

About The Role

Motability Operations are currently recruiting for a Fleet Control Specialist to join our team in Bristol on a full-time, permanent basis. The role is required to form part of the team who liaise with dealers to manage all in life service, maintenance, and repair costs for Motability Operations’ customers’ vehicles in life.

There are significant costs relating to the management of our customers’ vehicles through the period of their lease, and using technical understanding and knowledge, these need to be forensically controlled whilst not impacting the customer experience.

This is a very commercial role and savings made through your work will be identified and reported.

In this role you will be:

• Reviewing all requests for work from vehicle repair suppliers, using your technical knowledge to ensure MO are paying only for the correct repairs, at the appropriate cost, at the right time
• Answering customer/dealer queries via telephone and ensuring a first-class service is delivered at all times, with a commercial lens
• Ensure 1-Link requests are responded to with technical knowledge and commercial challenge in a timely manner
• Providing technical support to the whole company and it’s fleet and where necessary arbitrate between dealers, manufacturers and customers
• Collaborating and supporting other business areas where appropriate

About You

You possess a high level of technical knowledge, enabling you to accurately assess submitted repairs and maintenance requests. You are organised and capable of prioritising workloads to ensure targets are met. With a strong customer focus, you are committed to delivering exceptionally high levels of service within a commercial environment. You work effectively as part of a team, supporting your colleagues, and you analyse and sort data to inform decisions, maximizing satisfaction while minimizing spend. You maintain high levels of accurate performance even under pressure and can support new and ongoing business initiatives aimed at promoting an excellent customer experience within a cost control model. Additionally, you have strong commercial awareness and an interest in the wider fleet and leasing industry, with a desire to learn about external influences that could impact the in-life experience of our customers.

Minimum criteria

• A detailed understanding of the epyx 1Link system
• Technical knowledge
• A strong commercial focus and the ability to provide evidence of balancing excellent customer service vs. a voracious appetite to provide value for money for the Scheme
• An understanding of how the MO Scheme operates in particular in-life processes and procedures
• You must have the ability to balance customer focus and commercial implications whilst implementing new ideas and different approaches

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.