Customer Solutions Team Manager

Motability Operations

  • Bristol Area
  • Permanent
  • Full-time
  • 2 hours ago
Motability Operations are currently recruiting for a Customer Solutions Team Manager to join our team in Bristol on full-time, permanent basis. In this role, you will lead and manage a team of account managers in meeting and exceeding customer expectations as well as company and team performance objectives. Ensuring the account managers provide exceptional service via end to end case management, across complaints scheme and customer protection and specialised vehicle cases. To ensure that decisions balance the customer needs versus the business requirements as well as reducing and/or removing risk (to the customer and the business), by clearly demonstrating ownership.In this role, you will:
  • Lead and manage a team of Account Managers with responsibility for operational case management activity, achievement of team performance objectives as well as input into the strategic development of the team
  • Work collaboratively with peers and Scheme partners on cross business issues, Scheme improvements and efficiencies
  • Review and interpret management information, performing trend analysis and making recommendations to improve team processes and procedures
  • Act as a role model for our values and inspire passion for customer service
  • Inspire, develop and motivate the team encouraging them to take ownership and accountability for decisions
  • Effectively manage the team to maximise performance
  • Inspire the team to exceed customer expectations and increase satisfaction as measured by CSI and ICS
  • Manage costs in line with the Discretionary budget
  • Lead and manage departmental engagement e.g. R & R, Training, HPO, Recruitment
  • Facilitate communication and feedback through regular team meetings to enhance the customer experience and highlight issues as well as complete regular 121's and performance reviews, offering continuous support and development
  • Fully support the coaches in call quality, identifying issues of development and address areas of ongoing concern
  • Manage absence, attendance and performance in line with department SLA's/Targets and HR policy
  • Cultivate an open and participative environment where individuals are encouraged to contribute
About YouMinimum criteria:
  • Experience of team management
  • Decision making using budgetary and management information
  • Responsibility for achievement of team performance objectives
About The CompanyMotability 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 800,000 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. They represent ambition, and we look for our people to live and breathe them every day:
  • We find solutions
  • We drive change
  • We care
We operate hybrid working across the organisation where we split our time between working on-site at our offices, and at home, remotely within the UK. We believe hybrid working achieves a good work/life balance for our colleagues, allowing us to connect with each other, collaborate on important work, and perform together to deliver for our customers. It allows us to have the flexibility to work remotely up to 2-days per week whilst also using the great office spaces we have available.As a Motability Operations team member, you can expect:
  • An annual discretionary bonus
  • 15% non-contributory pension (9% non-contributory pension during probation period)
  • Life assurance at 4 times your basic salary to give you peace of mind that your loved ones will receive some financial help
  • Employee Discount Scheme with a huge number of retailers and an app to save on the go
  • Discounted Electric/Hybrid Car Salary Sacrifice Scheme
  • Access to the Cycle to Work Scheme (we have showers, changing rooms and secure bike sheds on site)
As well as financial benefits, our staff's health and well-being are very important to us, so we also offer:
  • 28 days annual leave with option to purchase and sell days
  • Funded Private Medical Insurance cover
  • Critical illness insurance
  • Free access to healthcare apps, such as Peppy, Unmind, Aviva Digital GP
  • Funded health screening for over 50s
  • 1 day per year to volunteer - Staff can support a local charity or do a sponsored event whilst being paid for it
  • Access to our fully accessible company allotment - Where we grow our own produce for local charitable organisations
  • Access to Prayer room and quiet spaces whilst working in the office
We also understand that not everyone is the same so offer several voluntary benefits that you can select outside the core package, these include;
  • Dental Insurance
  • Health and cancer screenings for you and your partner
  • Discounted gym memberships
  • Charitable giving
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.

Motability Operations