Job Description

Motability Operations are currently recruiting for a Condition Management Specialist to join our team in Bristol on a full-time, permanent basis. You'll have the exciting opportunity to work in a busy condition management team ensuring that all claims are assessed accurately and professionally in line with our mfldirect condition standards.
You will communicate outcomes/resolutions in a universal terminology and support the Customer Development Team in delivering the recommendations within the agreed KPI's. Taking ownership, assess and recommend resolutions of all claims to reach a satisfactory resolution for our customers.
You will develop strong relationships with the Customer Development Team and other departments collating all relevant information on each case including:

• Sourcing Proof of Delivery documents
• Working with our refurb partners using an online portal
• Providing details on the exact nature of the claim
• Checking vehicle condition reports
• Communicating complex resolution proposals in simple to understand language, both verbally and written
• Maintaining KPIs for claims worked per day to enable us to achieve the team turnaround KPIs
• Highlight any incorrectly completed MOT Vehicle Condition Reports or Hand back vehicle condition reports
• Highlight any vehicles that may have been damaged either in transit, or from our refurb partner and follow up to point of resolution
• Provide support and attend dealer educational visits where needed

About You

• Able to make decisions on a claim by using sound vehicle repair knowledge and experience supported by a good understanding of the motor industry and the commercial impact
• Proactively understands root causes of issues and work to reduce them
• Has the customer at the forefront of every action and considers the impact on the customer when making decisions
• Challenges procedures to ensure an outstanding customer service experience
• Demonstrates understanding of the needs of external and internal customers
• Contributes to the team and understands own role within the department and how the role impacts others
• Shares knowledge & educates
• Proactively supports and interacts with other areas of the business
• Offers suggestions for streamlining processes
• Ability to work under pressure and solve issues in a logical manner and use own initiative
• Ensure the most cost-effective resolution is reached
• Takes full ownership of all challenges
• Time management skills
• Planning and organisation skills
• Confidence to explain rationale around any decision making

Minimum criteria:

• Knowledge of mechanical or vehicle body repair, with enthusiasm for learning and developing new skills
• Genuine interest in vehicles and a broad understanding of the automotive sector
• Experience working in a customer-focused environment, engaging with people in person, over the phone, and via email
• Experience of delivering results in a pressurised environment, target driven and focused
• Good relevant PC & administrative skills, e.g.: Microsoft, Excel, Microsoft Word and Outlook.
• Strong attention to detail

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 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.

Skills Required