Customer Service Apprenticeship Motability Operations Limited

What you will do in your working day

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
• Support families in finding a mobility solution on our Family Fund Mobility Scheme, sending contracts and engaging with our dealer network
• Ensure customers MOTs are completed, via phone, WhatsApp.
  Manage customers vehicles who have not returned their vehicle on time
• Manage the correction of customer agreements
• Once you have worked with these three areas, you will move into our Application Experience Team working 9am-5pm

Forming part of our Customer Contact 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.

You will spend 2 to 3 months with each team to understand how they positively impact the customers and dealerships journey. The teams support the business Monday- Friday from 8.30-5pm.

The training you will be getting

SGS has elected to deliver the on-programme learning using the Level 2 Diploma for Customer Service Practitioners. The six mandatory units making up this qualification are listed below. You will be required to select one relevant optional unit for the list below:

• Working in a sales environment
• Working in an administrative environment
• Working in a contact centre environment
• Customer service principles
• Working in a retail environment
• Social media in a work environment
• Fundamentals of marketing

This qualification is delivered on a one-to-one basis in the workplace and there is no requirement to attend college unless English and maths is required.

SGS will work closely with employers to plan and deliver support and training appropriately. This will add value to the employer as it centres on real work competencies demonstrated in a real work environment.

The apprenticeship will involve working with:

Vehicle Licensing and Documentation - You will learn all about the licensing of all Motability vehicles including the registration, taxation, and administration processes.

Family Fund Mobility Scheme - This is a small scheme set up to support families with children under three who cannot join the Motability Scheme as they do not qualify.  This placement will give you will have the opportunity to speak with families to find them a mobility solution funded by Family Fund.

Application Support Team - You will support the application process, managing the return of cars and chasing MOT’s. You will use different mediums of communication with customers.

You will spend 2 to 3 months with each team to understand how they positively impact the customers and dealerships journey. The teams support the business Monday- Friday from 8.30-5pm.

What to expect at the end of your apprenticeship

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