Customer Contact Centre
About The Role
Fixed Term Contract
As this role is responsible for co-ordinating the SVF-D Programme (Specialised Vehicle Fund Drivers), you will need to be passionate about customer experience. You will be reporting into the Conversions & Adaptations Team Leader and will be responsible for coordinating the procurement of specialised vehicles for Drive from Wheelchair (DFW) customers, most of who will be funded by a Grant from the Specialised Vehicle Fund Drivers (SVF-D). You will significantly contribute towards the vehicle handovers and ensure there is a consistent level of service to all customers.
You will be responsible for uploading and inputting customer cases on a shared DFW database ensuring the database is accurate and up to date; Process vehicle orders and stock allocation. You will process quotations and generate purchase orders as well as checking and reviewing agreement Final Pricing and documentation before vehicle handover.

You will process new adaptation requests, pricing, WAV title  Audit, invoices  and vehicle movement; provide cover for all areas of SMO (particularly Adaptation Coordination) and support the DFW Account Managers as well as WAVs & Adaptation Account Managers as required with the production of reports and management information and  any  other  ad-hoc duties.

Working closely with the suppliers providing front-line operational support and ensuring a consistent level of service is provided for DFW, WAV and adaptation customers and that any concerns relating to supplier performance are resolved promptly.
Internally, you will work closely with various teams including Motability Grants, Specialised Solutions Team, Pricing, Finance and Dealer and Customer Services to support customers and suppliers alike.
About You
This role is perfect for someone who is passionate about building relationships with suppliers and ensuring our customers get the best possible experience from the specialised product Schemes. 

The ideal candidate will enjoy working independently, as well as part of a team, managing and prioritising your own workload. So, you will need to have good organisational skills and be able to respond flexibly to changing priorities and workloads.

You should be comfortable using systems such as Microsoft Office and Outlook and working with complex multi-strand processes and you will need to show attention to detail and the ability to work to deadlines.

You will have an interest in understanding the specialised needs of our more disabled customers so experience and knowledge of customer requirements would be beneficial, alongside knowledge of the more commercial aspects of the Scheme operations and the wider automotive market.

You will have excellent communication, negotiation and organisational skills and enjoy building effective relationships internally and externally that result in solutions for our customers.

This role is most suited to someone who has a “can do” outlook, will resolve problems effectively and is able to drive results. You will need to be self-organised, self-motivated, structured and methodical in their approach to their work.
Minimium Criteria
  • Experience of working with external suppliers, preferably in the Motor industry or vehicle rental/leasing.
  • Good working knowledge of MS Office applications, particularly Word, Excel and Access.
  • Excellent verbal and interpersonal skills to be able to communicate and work with all levels within the organisation and externally.
  • Have excellent written communication skills as well as numeracy and analytical skills.
  • Ability to work with limited supervision and take responsibility for the accuracy and timelines of your own work.
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 to expect from Motability Operations: 
We know how to look after our customers and we know how to look after our people too. People are key to our success and we believe in rewarding them well. Here are some of the benefits that you’d enjoy if you came to work with us: 
  • Competitive salary and yearly bonus 
  • 27 days holiday in addition to bank holidays
  • Private healthcare
  • 15% non-contributory pension
  • Life assurance
  • Voluntary benefits such as gym membership, travel insurance and health checks
If you’re itching to take the next step in your customer service career, in a role where you have the power to make decisions and genuinely improve peoples’ lives, then trust us, we have just what you’re looking for. We can’t wait to hear from you.

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