VRM Operations Coordinator (9-month Secondment/FTC)

About The Role

Motability Operations are currently recruiting for a VRM Operations Coordinator to join our team in Bristol on a 9-month Secondment/FTC to cover a period of maternity leave. You’ll have the exciting opportunity to work in a busy operations team ensuring that all vehicles returned from the Motability scheme are allocated, routed, and entered into multiple sales channels, supporting with a decision-making tool ‘Vehicle Assignment.’ You will be responsible as a key decision maker in ensuring all returned vehicles are assigned to are remarketing channels dependant on market trends, optimising suitable supply and ensuring we continue to contribute to our ‘North Star’ within Vehicle Remarketing which is supporting the growth of our Net Premium. 

Alongside this you will ensure work is completed within service level agreements through to point of sale, ensuring all details are correct on each vehicle that is published or moved to its next destination, whether that be into our Vehicle Solutions network or our Physical Auction platform. You will liaise with multiple 3rd party partners, building strong working relationships, holding suppliers accountable for their performance. You will ensure all team reporting and administrative support is actioned within agreed timescales, utilising data to support with daily tasks, as well as measuring and evaluating the success of any operational pilots or trials.

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 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
• Commercially aware and focused
• Proven telephone experience
• Proven excellent customer services experience
• A genuine interest in providing excellent customer service
• Experience of delivering results in a pressurised environment
• Accuracy skills and a keen eye for detail
• Administration experience
• Experience of working to service levels
• Knowledge of Vehicle Remarketing processes
• Good relevant PC & administrative skills, eg: Microsoft, Excel (using V look-up) and Microsoft Word, Outlook.
• Excellent written and verbal communication
• Experience of working with Third Party suppliers/Relationship management

About The Company

We’re the company behind the Motability Scheme. We exist to deliver smart, sustainable solutions that improve our customers’ mobility in a fast-changing world. We’re the UK’s largest car leasing company and we help over 750,000 people get on the road.

We employ over 1800 people, across London, Bristol, Edinburgh, and Coalville. We know our people are key to our success, so we aim to create an environment that allows our employees to flourish. We look for highly motivated people with a combination of commercial sense and real enthusiasm to meet our customers’ needs.

What we do

We lease a wide range of tailored mobility solutions to people who receive of one of the Government’s qualifying mobility allowances. Our customers choose a car, Wheelchair Accessible Vehicle (WAV), scooter or powered wheelchair that best suits their needs. We take care of their insurance, breakdown, servicing and more, as part of our worry-free package.

At the end of the lease, our customers can exchange their vehicle for a brand-new model. Each year we sell and move around 200,000 cars. This makes us the largest supplier of single-source vehicles back into the used car market.

The Scheme has been providing affordable, worry-free motoring for over 45 years. We pride ourselves on delivering outstanding customer service, with an independent customer satisfaction rating of 9.6 out of 10.

How we work

We work in a hybrid way. That means remotely for up to two days each week and in our great office spaces the rest of the time. This gives us a good work/life balance and lets us collaborate and deliver for our customers. Visit our website to find out more.

We do our best to accommodate part-time and flexible working requests, where possible, to build on our culture of trust, empowerment, and flexibility.

Our beliefs and values

We believe in building a diverse workforce, where our people are empowered to attend work as their true selves. We encourage people from all backgrounds to apply.

We want to sustain a nurturing culture. And our people to be rewarded equally, regardless of race, national or ethnic origin, sexual orientation, age, disability, or gender.

Our values are at the heart of everything we do:

• We believe no one should be left behind
• We find solutions
• We believe we must take the lead
• We drive change
• We believe everything starts with the customer
• We care

What we can offer you

• Pay: competitive salary, with a yearly discretionary bonus, based on your performance
• Holiday: 28 days, and you can buy and sell days
• Pension: 15% non-contributory pension (9% during probation)
• Health and wellbeing: Private Medical Insurance cover available for all employees and free health screenings for over 50s. Life assurance at four times your basic salary, to give you peace of mind. Free access to healthcare apps like Peppy, Unmind, and Aviva Digital GP. Mental Health Allies and an Employee Assistance Programme
• Development: A library of internal training on our myLearn platform
• Family friendly: We have competitive family leave policies
• Diversity and inclusion: We embrace the diversity of our people and empower them to come to work as their true selves. We want them to flourish and be rewarded equally. We have Employee Network Groups, and we pride ourselves on being inclusive and all our offices have first-rate disability access
• Helping our community: One volunteering day each year, and access to volunteering platform Neighbourly
• Schemes: Car Benefit Scheme for electric and hybrid cars. This means you can lease a brand-new electric or plug-in hybrid car, with insurance and more, for a fixed monthly amount. Cycle to Work Scheme. Employee Discount Scheme, to save money across lots of retailers
• Other voluntary benefits: charitable giving, critical illness insurance, dental insurance, health and cancer screenings for you and your partner, discounted gym memberships and season ticket loans, free fresh fruit and snacks in the office

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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