Customer Service Level 2 Apprenticeship

Job Details

Customer Service Level 2 Apprenticeship

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:

• 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 MondayFriday from 8.30-5pm.

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.
• 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.

Recruitment Process

First Stage The first stage involves interview questions and a role play exercise. This will take place via Microsoft Teams. You will receive a pack to use to prepare for your role play a day before your booked slot. 

Assessment Centre If you progress to the next stage, you will be invited to an assessment centre. This experience gives us an opportunity to get to know you more but also an opportunity for you to get to know us further. 

This will involve:

• Attending our Bristol office where you will get to meet people in the team
• An interview
• Task activities

About You

• You are a self-motivated individual who can also work well in a team.
• You enjoy solving problems.
• You can communicate with colleagues and customers.
• You can take responsibility for managing your own workload.
• You have an understanding of what Customer Service is and want to deliver the best for our customers.

Minimum Criteria

• Experience working with customers or volunteering within the community. 
• English GCSE at Level 4 or above (or equivalent) 
• Maths GCSE at Level 3 or above (or equivalent)
• Basic computer skills

About Motability Operations

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 13% 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 9.6 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

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. 

We look forward to hearing from you.

How to apply

To apply for this role and to find out more, please click on the apply button.

Please note that applications may close before the application deadline, so apply early to avoid disappointment.