Edinburgh
Commercial
£32,276
About The Role
Reporting into one of three Coaching Managers, the key responsibility of this role is to provide Coaching and Development to call handlers within Commercial Services; to ensure individuals continuously improve their skills and ultimately deliver outstanding customer service. To provide highly accurate and consistent performance assessments for the management community.
About You
You love developing and supporting individuals; you will actively represent the customer throughout our organisation, highlighting trends, suggesting and implementing improvements and feeding back to colleagues on ways we can deliver an outstanding customer experience.  

You’ll be a confident and capable multi-tasker, with experience adhering to deadlines and managing workload effectively.  You’ll be a great team player, able to roll up your sleeves and get stuck in – you’ll need to be flexible in supporting SLA by taking phone calls when called upon.  

You enjoy focussing on your own development taking the time to regularly identify and work on your areas for self-improvement.  

You’ll be a role model for the our company’s values and behaviours,  and will strive to act autonomously, making decisions within the corporate guidelines.

You will have the desire to create positive, constructive & effective individual development plans for all those being quality monitored and coached.  If you’re successful, you’ll need these skills to run highly effective 121 development sessions, adapting to each individual and utilising a broad range of appropriate development approaches/models etc.
 
You’ll have a great eye for the detail; you’ll need that to complete all quality monitoring, coaching and development documentation to high standard of accuracy, in line with required timescales.  You’ll also be responsible for helping our team achieve the highest levels of consistency when conducting quality monitoring.

You’ll have a good understanding of departmental performance standards, objectively and be able to accurately identify development needs.
 
Minimum Criteria
 
As a minimum for this role, you will need to have experience of Previous Customer Services/Business to Business experience (preferably within a Contact Centre).

Exceptional verbal and written communication skills
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

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