Job Description

Motability Customer Service Advisor

Birmingham Business Park - B37

Mon-Fri

Hybrid role

26,500

BCA are the biggest name in Europe's vehicle remarketing industry, backed by the Constellation Automotive Group, we're part of a family including cinch and WeBuyAnyCar. We're growing hugely and are on a key digital transformation journey. Through acquisition, simplification and innovation BCA aims to drive accelerated growth. Backed up by industry leading technology we have a nationwide team of logistics and inspection professionals and offer a full range of integrated services to support our customers through the entire fleet management process.

Purpose of the Role

To provide exceptional front-line customer service to Motability Operations. The role requires strong communication and organisational skills to manage vehicle collection and delivery queries efficiently and ensure the highest standards of service are maintained.

Key ResponsibilitiesCustomer Interaction

Act as the primary point of contact for Motability Operations. Respond to both telephone and email enquiries in a professional, timely, and helpful manner. Ensure all customer interactions are resolved within the agreed service level agreements (SLAs).

Inbound Phone Support

Handle incoming phone calls related to vehicle movements and general customer queries. Ensure queries are resolved or escalated as appropriate.

Outbound Communication

Make outbound calls to Motability, customers, and dealerships regarding: Vehicle collection confirmations Delivery coordination Booking amendments or issues

Email Correspondence

Monitor and respond to emails regarding collection/delivery requests. Maintain inbox and system folders in an organised and efficient manner. Ensure response times meet or exceed SLA requirements.

Operational Duties

Proactively manage and prioritise workload to meet daily targets and lead times. Liaise with the Driver Control Department to resolve any internal or customer-related issues. Support the Senior Customer Advisor, Customer Service Supervisors, and the Customer Solutions Director with daily tasks and ad hoc requests.

System and Reporting Responsibilities

Regularly update core systems including AS400, Manpack, and Freshdesk. Produce operational and performance reports using appropriate software tools. Perform accurate data entry and system interrogations to support day-to-day activities.

Customer Experience and Compliance

Resolve any customer complaints or queries efficiently and in line with company policies. Take corrective actions to prevent recurrence of service issues. Ensure compliance with Motability standards and internal quality guidelines.

Team Support and Flexibility

Provide support to other departments or colleagues as needed to ensure team objectives are met. Undertake any other reasonable duties required by the business.
Job Types: Full-time, Permanent

Pay: 26,500.00 per year

Benefits:

Company pension Referral programme
Work Location: In person

Reference ID: motabpt