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 partner Smart Fleet Solutions using an online portal
• Providing details on the exact nature of the claim
• Digital Photos
• Checking of the vehicle condition reports
• Communicate complex resolution proposals in simple to understand language, both verbally and written
• Maintain a KPI for claims worked per day to enable us to achieve the team turnaround KPI
• 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
Qualifications
Minimum criteria:
• Mechanical and vehicle body repair knowledge or experience in damage claim handling.
• An active interest in vehicles, with a good general understanding of the automotive sector
• Proven customer service experience
• Ability to communicate with people at all levels, good negotiation skills
• Proven telephone experience
• Commercially aware and focussed
• Experience of delivering results in a pressurised environment, target driven and focused
• Good relevant PC & administrative skills, eg: Microsoft, Excel, Microsoft Word and Outlook.
• Accuracy skills and a keen eye for detail
• Time management skills
• Excellent verbal and written communication
• Ability to multi-task
Benefits
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 800,000 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, all-inclusive 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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