Customer Solutions Departmental Manager (9-12 month secondment)

Location:
London
Department:
Commercial
About The Role
We are looking to recruit an experienced manager on a 9-12 month secondment basis who will have responsibility for our escalated complaints and scheme/customer protection teams.

Working closely with the 4 team managers and reporting into the Customer Operations Manager the successful candidate will oversee the operational activity to ensure our customers receive the best experience as well as achieving the departmental objectives including CSI (Customer Satisfaction Index) measures.

Key to the success of the role is identifying root causes of complaints, trends and then implementing improvements and efficiencies to complaint resolutions. In order to achieve this a proactive approach to cross functional working with other departments in the business and suppliers (RSAM, Europcar and Motability) is key.
About You
The role is perfect for someone who has a passion for customer service and enjoys leading and motivating a team of like minded people.

This role is most suited to some who has a strong people management background ideally at management level and who can drive results through their leadership

You will have the tenacity to support the resolution of customers issues with out of the box solutions and an ability to ensure you work within the guidelines outlined by FCA

You will need to be resilient and calm under pressure with the ability to take an innovative approach to problem solving

You will to be able to work autonomously and make decisions which support both the customer and business objectives.
 
As a minimum you will have gained the following experience:
 
Mandatory:
  • Experience of managing a customer Service team and ideally have managed Managers
  • Case management experience
  • Responsibility for KPI achievement
About the Team
 
The Customer Solution Team comprises of 36 account/senior account managers within 4 teams. They are responsible for managing escalated complaints as well as complaints directly from our Executive team and MP’s and any allegations of misuse from the general public and scheme partners.

The team have targets around their first contact and ensuring they contact the customer as agreed however, their primary focus is resolving the customer’s complaint/issue as they see fit whilst balancing the business needs and objectives.

For Scheme and Customer Protection our primary goals is ensuring the customer is meeting the agreed terms and conditions of the lease and are deriving benefit from the vehicle.

Whilst some of the cases can be really tricky, the team all have exceptional customer service, patience and the desire to support our customers wherever we can.

Our opening hours are 8.30am – 5.30pm Monday to Friday
About The Company
At Motability Operations Ltd we provide a unique mobility proposition for the specific needs of people with disabilities by leasing cars, scooters and powered wheelchairs to those in receipt of Disability Living Allowance and Personal Independence Payment. We are the largest car fleet operator in the UK (purchasing around 10% of all the new cars sold in the UK) and have over 600,000 customers. 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

What’s on offer
As a Motability Operations Ltd team member you can expect:

  • 28 days holiday in addition to bank holidays
  • Competitive salary
  • Private healthcare
  • 15% non-contributory pension
  • Life assurance
  • Voluntary benefits such as discounted car hire, roadside recovery membership, travel insurance and gym membership

Unfortunately Motability Operations Ltd is unable to provide visa sponsorship; therefore applicants applying to work with Motability Operations Ltd must be eligible to work in the UK.