Location
London
Department
Customer Solutions
About The Role

Motability Operations are currently recruiting for a Customer Relations Account Manager to be based at our Central London office on a full-time, permanent basis. As Customer Relations Account Manager, you will form part of our Customer Relations Team whose job it is to investigate, manage and resolve customer complaints, ensuring a timely and professional resolution is delivered in line with business guidance and industry regulation.

In this role, your customer will be the Motability Scheme user, and you will be handed escalated cases from our Contact Centre who would have taken the initial call from the customer. You will then have the tools to contact the customer where you will gather information, investigate the issue, and obtain from them what a suitable outcome could look like. Then, using your amazing communication skills and customer service knowledge you will work to resolve this issue by communicating with internal teams and external business partners to carve the successful resolution.

This is a varied role and as well as customer issues you will also have the opportunity to investigate misuse and allegations of abuse towards the Motability Scheme and Motability Scheme vehicles. Utilising the same investigation, customer service and resolution skills that you’ve used for complaints, you will work to identify misuse and rectify this in a timely and professional manner.

We pride ourselves on delivering outstanding customer service, achieving an independently verified customer satisfaction rating of 9.8 out of 10. In this role you will be working within one of our customer facing teams and so, you will play an extremely important part in ensuring we maintain our fantastic reputation.

In this role, you will:

  • Take ownership of caseload, liaising with internal and external stakeholders
  • Review information and evidence from internal/external sources and from the customer to make a balanced judgement / decision
  • Negotiate with internal and external stakeholders / partners to reach appropriate solutions ensuring fair outcome for customers
  • Manage workload by accurately reporting and logging all actions through complaint software to support root cause analysis work and regulatory reporting requirements
  • Manage a high volume of workloads and prioritising accordingly

The Customer Relations Team work varied shifts between the hours of 08:00 – 18:00 usually encompassing 2x later shifts and 3x earlier shifts per week.

About You

We’re looking for an amazing communicator, an awesome resolver and someone who has a real passion for providing outstanding customer service. We’d like you to have some previous experience of working in a customer facing environment as well as an understanding of what it’s like to work to strict regulations. In terms of industry, we are open to this, the most important aspect for us is that you have some demonstrable experience of times you provided best in class customer service. As this role will be mainly phone based, the confidence to speak to a variety of internal and external stakeholders will be essential.

If you have previously handled complaints and complex issues that require investigation it would be highly advantageous but by no means essential as we are willing to guide and train you on this aspect of the role.

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 630,000 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, and our people demonstrate these values:

  • Empowerment
  • Empathy
  • Inclusion
  • Forward thinking
  • Excellence

As a Motability Operations team member, the benefits you can expect are:

  • Competitive salary and discretionary annual bonus
  • 15% non-contributory pension (9% non-contributory during probation period)
  • Private healthcare
  • 27 days holiday in addition to bank holidays
  • Life assurance
  • Voluntary benefits such as dental insurance and gym membership
  • Cycle to work scheme
  • A flexible working arrangement between home and the office

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.

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