SMR Engagement Specialist

Motability Operations Limited; Greater London; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A leading mobility solutions provider is searching for an SMR Engagement Specialist in Bristol. In this role, you will manage SMR complaints and escalations, ensuring effective resolution with OEMs and dealers. Ideal candidates are proactive problem-solvers with strong communication and negotiation skills, committed to exceptional service outcomes. The position offers a full-time, permanent contract with a hybrid working model.

Benefits

Annual discretionary bonus

15% non-contributory pension

Private Medical Insurance

Employee Discount Scheme

Access to Cycle to Work Scheme

28 days annual leave with options to purchase/sell

Volunteering day

Health screenings for over 50s

Qualifications

• Proven experience in service, maintenance, and repair operations.
• Strong background in complaint handling and issue resolution.
• Excellent communication and negotiation skills.

Responsibilities

• Manage complex SMR complaints and escalations.
• Act as key liaison for OEMs and dealers.
• Track case escalations and identify root causes.

Skills

Service, maintenance, and repair operations

Complaint handling

Communication skills

Negotiation skills

Root cause analysis

Job description

About The Role

Motability Operations are currently recruiting for a SMR Engagement Specialist to join our team in Bristol on a full-time, permanent basis. In this role, you will manage complex SMR complaints, escalations, and Vehicle Off Road cases, ensuring swift, transparent resolution with OEMs, dealers, and internal teams. Acting as the key liaison for OEMs and dealers, you’ll resolve conflicts, influence outcomes, and uphold service standards. You’ll track cases, coordinate escalations, and identify root causes to drive continuous improvement and reduce downtime.

About You

You’re a confident, proactive problem-solver who thrives in fast‑paced, multi‑stakeholder environments. Calm under pressure, you combine diplomacy with assertiveness to resolve complex issues and build trust. You communicate clearly, influence effectively, and bring strong negotiation and relationship skills. Your analytical mindset and attention to detail help you identify root causes and drive continuous improvement. Above all, you take ownership, act with integrity, and are committed to delivering exceptional service outcomes.

Minimum criteria:

• Proven experience in service, maintenance, and repair (SMR) operations or a related automotive environment
• Strong background in complaint handling, case management, and issue resolution
• Excellent communication, negotiation, and senior stakeholder management skills
• Ability to manage multiple complex cases under pressure with sound judgment and attention to detail
• Skilled in root cause analysis and continuous improvement, using case data to identify trends and drive process enhancements

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

• 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.

Benefits

• 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)

Health & Well‑Being

• 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

Voluntary Benefits

• 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.