Operations Coordinator – VRM (9-month FTC/Secondment)

About The Role

Motability Operations are currently recruiting for an Operations Coordinator to join our team in Bristol on a 9-month FTC/secondment. As an Operations Coordinator, your role will be to assist the Logistics & Vehicle Assignment Team in ensuring that all vehicles being returned from the scheme are allocated, routed and moved through the correct sales channel and are completed within service level agreements through to point of sale.

You will be liaising with 3rd party partners, ensuring all team reporting and administrative support is actioned within agreed timescales, and work efficiently and effectively to make decisions on the best outcomes for vehicles, customers and key stake holders alike.

About You

• Takes full ownership of issues and continuously strives for improvement
• Gain an understanding of all areas within Motability Operations especially Vehicle Remarketing
• Ability to make quick decisions considering commercial impact
• Demonstrates an enthusiastic ‘can do’ attitude.
• Flexible across a variety of tasks and activities as required, and according to the changing needs of the business
• Engage in a direct and personal way.
• Excellent communicator at all levels, maintaining open lines of communication with interlinking teams particularly within the Vehicle Remarking Department
• Maintain working relationships with Customer Service teams at both refurbishment centres, and logistics suppliers and other business partners as required.
• Cascade information appropriately delivering the right message at the right time.
• Ability to work under pressure and solve issues in a logical manner
• Proactively solve diverse problems and be forward thinking in responses
• Demonstrate flexible and facilitating approach to finding solutions and making recommendations for change
• Ensure the most cost effective resolution is reached
• Has the ability to balance the needs of the customer with the needs of the business.
• Treats customers as individuals, takes into account individual circumstances and provides an appropriate solution.
• Inspire trust and fosters strong relationships built on a professional approach
• Ensure all communication is written or spoken in a friendly and professional manner
• Be confident dealing with and understanding the needs of external and internal customers, communicates reasoning so the customer can understand decisions
• Strives to continually improve personal performance in order to achieve and exceed individual, team and departmental SLA’s and KPI’s
• Works as part of a team and supports colleagues.

Minimum criteria:

• Ability to communicate with people at all levels
• Proven telephone experience
• Proven excellent customer services experience
• A genuine interest in providing excellent customer service
• Accuracy skills and attention to detail
• Administration experience
• Experience of working to service levels
• Good relevant PC & administrative skills, eg: Microsoft, Excel (using V look-up) and Microsoft Word, Outlook.
• Excellent written and verbal communication

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 700,000 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.

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