Application Experience Advisor (Full-Time)

£31,398 yearly
  • Motability Operations Ltd
  • Hybrid (Bristol, UK)
  • Jul 09, 2024
Full time Applications Communication

Job Description

About The Role

The Role

Are you passionate about helping others and making a difference? Do you want a job changing people’s lives? Then join our team to embark on an exciting career journey as our Application Experience Specialist in Bristol on a full-time, permanent basis (37 hours per week). 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 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 the wider business.

The shifts will be based on a 4 week rotation

(08.00am-16.00pm; 09.00 am-17.00pm; 09.30am-17.30pm; 11.00am-19.00pm).

As well as Monday - Friday, there will be 1 week in 4 where you will work a Saturday 9 am-5 pm.

Once training is complete, we do offer Hybrid working. We will even support you with the cost of setting up your home office.

When you are office we offer, free parking, free barista Coffee from our onsite Café, subsidised meals in the staff restaurant and free fruit and healthy snacks daily.

About You

We’re looking for someone who’s:

● An achiever: You’ll love what you do, owning your calls through to resolution. Most

importantly, you’ll bring your motivation, passion and your whole self into work every day. Our working environment is unique because we believe in empowering people to make their own decisions. You’ll also be able to focus on your own development, regularly investing time for self-improvement to continuously improve and grow your skills. There could be an opportunity to progress within the company just around the corner!

● A communicator: You’ll be a wonderful listener for customers, look to meet their needs by problem-solving, and take a customer-focused attitude where you naturally put their

experience at the centre of your thought processes. You’ll also be clear when communicating with a range of customers, dealers and internal stakeholders, whether verbal or written.

●An influencer: You’ll establish trust with the customer, share knowledge and information with different audiences with different needs and have an articulate phone manner. You’ll also have many opportunities to work with them on what to do next.

● A thriver in a fast-paced environment: You’ll be able to handle calls with empathy and be

productive to remain on track. You’ll also be great with managing your time independently

working as part of a team.

We focus on these core behaviours but we would like you to have experience in Customer Service, meeting KPIs and call quality targets. You will also be PC literate within a Windows environment.

The Process:

Stage 1 - Online Application

Stage 2 - Online Task-Based Assessment: You will be completing some exciting and intuitive online tasks to help get to know you better (30-45 min). You will receive your own individualised feedback report on your strengths and areas for future focus as a reward.

Stage 3 - Phone Call From Us: A telephone role play with one of our Recruitment Team.

Stage 4 - Assessment Centre: Come along to our Bristol office to complete a Roleplay, system exercise and interview.

Stage 5 - Hiring offer

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 700,000 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.