Job Description

Motability Operations are currently recruiting for a Team Coach to join our team in Bristol on a 12-month FTC. Reporting into one of our Coaching Managers, the key responsibility of this role is to provide Coaching and Development to call handlers within Customer Contact Services; to ensure individuals continuously improve their skills and ultimately deliver outstanding customer service. To provide highly accurate and consistent performance assessments for the management community.

About You

You love developing and supporting individuals; you will actively represent the customer throughout our organisation, highlighting trends, suggesting and implementing improvements and feeding back to colleagues on ways we can deliver an outstanding customer experience.

You\'ll be a confident and capable multi-tasker, with experience adhering to deadlines and managing workload effectively. You\'ll be a great team player, able to roll up your sleeves and get stuck in - you\'ll need to be flexible in supporting SLA by taking phone calls when called upon.

You enjoy focussing on your own development taking the time to regularly identify and work on your areas for self-improvement.

You\'ll be a role model for the our company\'s values and behaviours, and will strive to act autonomously, making decisions within the corporate guidelines.

You will have the desire to create positive, constructive & effective individual development plans for all those being quality monitored and coached. If you\'re successful, you\'ll need these skills to run highly effective 121 development sessions, adapting to each individual and utilising a broad range of appropriate development approaches/models etc.

You\'ll have a great eye for the detail; you\'ll need that to complete all quality monitoring, coaching and development documentation to high standard of accuracy, in line with required timescales. You\'ll also be responsible for helping our team achieve the highest levels of consistency when conducting quality monitoring.

You\'ll have a good understanding of departmental performance standards, objectively and be able to accurately identify development needs.

Minimum criteria:

• Previous Customer Services/Business to Business experience (preferably within a Contact Centre).
• Exceptional verbal and written communication skills

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 630,000 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, and our people demonstrate these values:

• Empowerment
• Empathy
• Inclusion
• Forward thinking
• Excellence

As a Motability Operations team member, the benefits you can expect are:

• Competitive reward package including an annual discretionary bonus
• 15% non-contributory pension (9% non-contributory pension during probation period)
• 28 days annual leave with option to purchase and sell days
• 1 day for volunteering
• Funded Private Medical Insurance cover
• Electric/Hybrid Car Salary Sacrifice Scheme and Cycle to Work Scheme
• Life assurance at 4 times your basic salary to give you a peace of mind that your loved ones will receive some financial help
• Funded health screening for over 50s
• 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
• Employee Discount Scheme with an app to save on the go
• Free access to healthcare apps such as Peppy, Unmind, Aviva Digital GP and volunteering app on Hand for all employees
• Generous family leave policies

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.

Motability Operations