Address
Form of work
SalaryAbout The Role
- Provide consistent and accurate quality performance assessments of interactions i.e.., calls, correspondence, Livechat etc.
- Accurately capture trends and insight to drive awareness, improvements, development etc.
- Analyse and share trends and insight with the Coaching team and key stakeholders to drive change.
- Work collaboratively with other support teams i.e., Training and Communications to highlighting trends with a view to improve process and service delivery.
- Support the production of monthly data led performance packs.
- Work in partnership with the Coaching Team to review, translate and transform the data into tangible actions that will have a positive impact on the support delivered to our internal customers.
- Lead and influence levelling sessions to educate and strengthen consistency across the Coaching team and Management teams.
- Utilise the data captured to regularly review process and business efficiencies and ensure knowledge management tools are kept up to date and fit for purpose.
- Deliver business value through execution of quality monitoring and trend analysis in line with the expectations of the company performance framework.
- Champion Quality and Coaching processes both internally and externally and act as one of the primary points of contact for Quality related queries
- Collaborate with key business stakeholders i.e., CET, AET, Customer Operations, MI, Commercial Operations.
About You
- You’re passionate about Quality Assurance and coaching and the difference it can make to our customers, colleagues and the business.
- You’re a clear communicator and able to interpret data.
- You’re confident in presenting data findings to different audiences including senior management and external visitors. You can manage challenges and questions based on the data findings and provide a sound explanation.
- Impeccable time management skills and adherence to deadlines, manage your workload effectively and operate with clarity around diary management and time keeping principles.
- You’re confident building strong collaborative working relationships with key stakeholders at all levels across the business. You have strong influencing and negotiation skills.
- You embrace change and look for the opportunities that new and innovative solutions can provide in a changing environment.
- You have a keen interest to support the digital agenda and to investigate platforms that may help with assessment process.
- You have exceptional attention to detail, and you can keep your focus on the activity at hand, work independently and as part of a wider team.
- You’re proactive and an organised self-starter who enjoys working in a friendly team, happy to roll up your sleeves and pitch in when needed. You know it takes a team to find the best solutions, and you make sure you listen to everyone’s voices.
- You’re always happy to help others and share your knowledge and experience to help them achieve the highest levels of performance. You are visible across the areas you support and a role model of our values.
- You’re committed to continuous personal and professional development, self-directed learning, improvement, and stay up to date and maintain best practices.
- Experience of working within a customer service environment
- Experience of working in a Quality orientated role with a customer centric focus
- Exceptional verbal and written communication skills
- Exceptional listening and data analytical skills
- The ability to provide consistent output and recommendations on improvements.
- Strong time management
- Confidence in MS Office applications and comfortable with learning new technology
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, 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
- Free fresh fruit and snacks in the office
- 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.
