Customer Services Manager (Bristol) Bristol, England

Motability Operations Ltd

Full Time Bristol, England 22800 - 49117 GBP ANNUAL Today

Job description

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 Head of Customer Contact Services you will be responsible for delivering an exceptional experience for our customers across all inbound channels.

Leading a large team in Bristol, 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.

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

About You

You will need to feel equally comfortable working independently as well as working collaboratively with the wider Customer Contact Services Management team
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
Forward thinking with the ability to create ideas, improvements and support the strategic agenda
Ability to establish and maintain strong links with the Edinburgh team

Minimum criteria:

Previous experience of working to budgets

Experience of managing, ideally in a contact centre setting

A proven track record and a passion for delivering excellent and consistent levels of service

Strong commercial awareness and business judgement

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. They represent ambition, and we look for our people to live and breathe them every day:

We find solutions
We drive change
We care

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.

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