Location
Edinburgh
Department
Facilities
About The Role
13 months Fixed Term Contract
 
To meet and exceed our customers’ expectations by maintaining excellent communication in response to their service requests and concerns in a friendly, facilitative and flexible manner. To proactively manage all customer contact (primarily dealing with inbound helpdesk, email and telephony queries but can be any contact method) and also keeping customers updated on the progress of jobs in line with established SLAs and using a variety of media. To escalate expired facilities service requests and customer complaints through to the respective Facilities Team Managers in a timely manner. Provide day to day administrative support to the facilities team, monitor outstanding job sheets and produce backlog reports to ensure the CAFM system is up to date at all times. Proactively liaise with the Facilities Coordinators to ensure accurate, relevant and timely communication is maintained at all times. Raise reactive and planned jobs in line with contract/SLA requirements. Support the Facilities Team Managers with the control of contract specific requirements.

Be flexible in approach and outlook and be prepared to help in all aspects of our Facilities Management proposition.
This position reports into the Edinburgh Facilities Team Manager but requires working closely with the London and Bristol Facilities Team Managers.

About You
You will have gained the following skills and experience:
  • This role is perfect for someone that is passionate about customer service, has strong organisation and IT skills.
  • Excellent written and verbal communication skills are essential to the role.  
  • Actively represent the customer throughout the organisation, highlighting trends to drive improvements within the department.
  • A key team player, the candidate will work in partnership with the Facilities Coordinators in all of Motability Operations office locations.
  • Work as part of the Facilities Management team with regular interaction, open and honest communication.
  • You will be committed to seeing tasks through from beginning to end.
  • You will understand the service level agreements and key performance indicators within each of the contracts so as to apply the correct response and completion timeframes to service requests.
Minimum Criteria
  • Practical Knowledge of Microsoft Office and Outlook
  • Excellent customer service skills
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.

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