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Motability Operations are currently recruiting for Application Experience Specialist to join our brand-new Application Experience Team in Bristol on a full‑time, permanent basis. Forming part of our Customer Contact Services Department, you will be responsible for supporting the application process for both car dealerships and Motability Scheme customers across phone, email and live chat. Ultimately, you will ensure where possible that you deliver an excellent end to end service to your customers; the Motability Scheme users.

This is a varied role where you will have the chance to work together with other areas of your team and also the wider business.

This is a Full‑Time position covering 38 hours a week with brilliant starting salary of £33214.30. This also has the potential to increase up to £38209 with our in‑house progression programme within the business.

The shifts will be based on a 4 week rotation:

• 08.30am-16.30pm
• 09.00am-17.00pm
• 09.30am-17.30pm
• 10.15am-18.15pm

As well as Monday – Friday, there will be 1 week in 4 where you will work a Saturday 9am‑1pm.

About the Assessment and what to expect

• You will be invited to complete a telephone role play which will involve 1 scenario and a role play exercise over the telephone and completed with one of our Recruitment Team.
• If successful, you would then be invited to come along to our Bristol office to complete an assessment. This would involve a competency based interview and a further two role play exercises with one of the Application Experience Specialist Managers.

To be successful in the role, you should possess a customer‑focused attitude where you naturally put the customer experience at the centre of your thought processes. You look to meet their needs and solve their problems. Be a natural listener and good communicator, the kind of person who can empathise with a customer, understand what they want and work out what to do next whilst always looking to improve the customers experience.

As you will be communicating with a range of customers, dealers and internal stakeholders, it is important that you have strong communication skills both verbal and written and you can manage your own time independently whilst working as part of a team.

What's most important to us is that you bring your whole self in to work with you every day, take ownership of your calls and are passionate about what you do. Our working environment is quite unique, we believe in empowering people to make their own decisions and with our hybrid working pattern this allows you to manage your own time.

To provide our best, we work to a set of values, chosen by our own employees, that together shape all we do:

• We find solutions
• We drive change
• We care

As well as the above, you should enjoy focussing on your own development, regularly investing time for self‑improvement to continuously improve and grow your skills. Within this the opportunity for progression within the company could be just around the corner!

Minimum criteria:

• Customer Service experience
• Experience of working in a customer focused environment, meeting KPI’s and call quality targets
• Basic knowledge of PC literacy within a Windows environment
• Clear and articulate telephone manner
• A genuine interest in providing excellent Customer Service
• Ability to work under pressure in a fast‑paced environment

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 asPeppy, 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.