Motability Operations are currently recruiting for a Dealer Partner Internal Advisor to join our team in Bristol. You will be part of a team that provides dedicated dealer support to drive dealer performance and compliance that fundamentally improves the customer experience within dealerships.
This role will involve:
- A high energy role where you will interact with our car and PWS dealer network in an inbound, digital (Messenger/ Teams and Zoom) and an outbound capacity. You will bring your dealer knowledge to these calls looking to understand the root cause of the issue and challenging poor behaviour
- A direct line of support for all the dealerships (circa 4700), and all groups outside of the top 100
- To support the dealer partner managers (DPM’s) with their dealership support requests and to be a supporting mechanism in their Top 100 group activity
- Improve the customer experience through high level complaint resolution, customer not present (CNP) and backdating processes
- Be able to support dealer groups through marketing best practises and use of the dealer marketing portal
- To keep up to date dealer data and find a dealer (FAD)
- To support the prompt response to poor experience customer reviews
- Promoting best practises within the business and the dealer network services – highlighting challenges and solutions
- Administrative tasks are completed within agreed SLAs, and with a good understanding of dealer impact
- To act as dealership experts for the business, resolving complaints and logistics issues with dealerships with a clear focus on achieving positive outcomes for customers and MO whilst retaining engagement
- You will have a good knowledge of dealers, and how they operate alongside a keen interest in the automotive industry generally
- Delivering excellent service should be the foundation of your experience as well as being comfortable working in an environment where processes can change quickly
- You will have a positive approach to change and be able to flex and adapt to fast moving and evolving ways of working
- You have strong organisational skills and the ability to motivate people to deliver to the very best of their ability
- You are a truly excellent B2B communicator who can build effective working relationships with internal and external stakeholders, at all levels
- Able to work independently and effectively as part of a team
- Are confident in improving customer experience through dealer complaint resolution
- Can engage dealerships with the commercial opportunity of the Motability scheme
- You can deliver difficult messages whilst explaining rationale and retaining engagement
- You understand the digital future of the scheme for both our dealers and customers.
Minimum criteria:
- An understanding of how dealers and dealer group’s function
- You must be able to demonstrate an understanding of how to build great relationships
- A proven history of achieving inbound KPI’s.
- Strong communication skills
- Good commercial awareness and sound business judgement
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 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.
