About The Role

Motability Operations Ltd are currently recruiting for a Customer Service Apprentice to join our team on a full-time basis in Bristol. During this 15 month apprenticeship you will gain experience, develop skills and contribute to various customer focused teams. This role is full time and office based.

The Apprenticeship Will Involve Working With

You will start your apprenticeship within the Vehicle Licensing and Documentation team – Here You will learn all about the licensing of all Motability vehicles including the registration, taxation, and administration processes a long side the end of contract dispatch process. This role is a very manual role.
Application Support Team – You will learn about supporting the application process and managing the return of the cars at end of contract. This is where you will be introduced to calls.

You will spend 3 to 4 months with each team to understand how they positively impact the customers and dealerships journey. The teams support the business Monday- Friday from 8.00-5pm.

During This Stage Of The Apprenticeship, You Will

Make and receive telephone calls (Training for outbound and inbound calls will be given).
Manage the vehicle documentation process pre and post agreement.
Processing the Manual dispatch within vehicle documentation team.
Manage customers vehicles who have not returned their vehicle on time.
Manage the correction of customer agreements.

Once you have worked with these two areas, you will move into our Application Experience Team working 9am-5pm. Forming part of our Customer Services Department, you will be responsible for supporting the application process for both car dealerships and Motability Scheme customers. Ultimately, you will ensure where possible that you deliver an excellent end to end service to your customers; the Motability Scheme users.

During This Time, You Will

Take calls from Customers and Dealerships.
Guide first time customers through the application process or renew existing customers back onto the scheme.
Learn to provide excellent Customer Service.
Receive 1 to 1 coaching each month to support your development.

You will develop key skills both personally and professionally through this Apprenticeship to give you the opportunity to thrive in a Customer Service role.

These teams manage the pre and post administration of the scheme. We do this by managing multiple processes at high volume and use several different communication methods to ensure our customers receive the best service.

Along side this apprenticeship you will be enrolled with SGS college and be supported with 20% of the job learning.

Recruitment Process

Application and CV As part of your application, you will answer four questions specific to the apprenticeship role.

If you apply through the Disability Confident scheme and meet the minimum criteria, your application will be progressed to the video assessment stage.

Video Assessment You will answer questions via video response.

For each question, you will have thinking time and response time.

Additional resources will be provided to you before you begin to support you through this stage.

Assessment Centre If you progress to the next stage, you will be invited to an assessment centre.

This is an opportunity for us to get to know you better and for you to learn more about us.

At The Assessment Centre, You Will

Attend our Bristol office and meet the team.
Participate in an interview.
Complete task activities.

Offer If you are successful, we will make you an offer to join our team.

The start date for the apprenticeship is in September, but we can accommodate an earlier start date depending on your availability.

About You

Minimum Criteria

Maths and English GCSE at Level 4 or above (or equivalent)
Either A Levels/BTEC or experience working with customers
Basic computer skills

About The Company

About us

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, worry-free 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

For any questions about this opportunity, please email [email protected]

Motability Operations Ltd

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