Customer Services Manager (Bristol)

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About The Role

Motability Operations are currently recruiting for a Customer Services Manager to join our team in Bristol on a full-time, permanent basis. Reporting to the Contact Centre Manager you will be responsible for delivering an exceptional experience for our customers across all inbound channels.

Leading a large team, your role will cover all aspects of managing a contact centre including budgeting, managing headcount and delivery of service levels, as well as supporting the strategic direction of the department.

About You

Creating an environment for your teams to be engaged and successful is core to the success of this role.

• You will need exceptional people leadership skills as you will be responsible for creating a team that will lead Contact Services through a transformation journey

• You will have a commercial mindset, always focusing on how you can provide an efficient service that still has the customer at the heart of the solution

• Your comfortable working independently as well as working collaboratively with the wider Customer Contact Services Management team

• A history of working in collaboration with training and coaching areas

• Energetic, enthusiastic and passionate leader who motivates their team managers to deliver excellent results

• A supportive, inclusive and empathetic leader who understands how to get the best from everyone

• You will lead, inspire and co-ordinate your team at all levels to create motivated and engaged colleagues.

• Leads by example and demonstrates confidence, resilience and professionalism

• Proud to develop, support and empower others to achieve their ambitions

• Excellent team player who works collaboratively and creatively to enhance and improve service delivery

• You embrace change and deliver change in a way that is engaging and brings employees on the journey

• Forward thinking with the ability to create ideas, improvements and support the strategic agenda

• Ability to establish and maintain strong relationships between both contact centre's (Bristol or Edinburgh)

Our Customer Contact Services is based in two locations, Edinburgh & Bristol. The department is made up of 6 centres (4 in Bristol and 2 in Edinburgh), who work collaboratively with common goals of delivering an exceptional customer experience and a positive working environment for our teams.

The pace is fast and constantly evolving, but if you're passionate about inspiring those around you and dedicated to supporting both customers and colleagues, we'd love to hear from you.

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 700,000 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.