Location
Bristol
Department
Business Systems
About The Role
 To provide 1st line phone support and 2nd line hardware support as part of the Motability Operations IT Service Centre. This is a predominately customer service focused role, which is a phone based role alongside hardware fault diagnostics for Desktops, laptops and mobile phones.  You will be responsible for call logging and resolution, taking ownership and management of internal customer issues, setting expectations whilst meeting the needs of the Business.
 
Responsibilities:
  • To respond in a professional, friendly, supportive, helpful and timely manner to all customers who contact the Service Centre via telephone or in person.
  • To provide ‘tier one’ desktop support to internal customers and answer incoming calls.
  • Take ownership of issues raised and manage customer expectations, providing regular contact and progress updates, as agreed.
  • Act as a liaison with handover points (Business Systems) to drive through a resolution on behalf of the customer and deliver in accordance with agreed timelines.
  • Actively and professionally represent the IT Service Centre throughout the organization.
  • Use sound judgment and make decisions that will maximize customer satisfaction.
  • Strive to continually improve personal performance in order to achieve team and departmental SLA’s and KPI’s.
  • Take responsibility for continuous self-development and own learning, progressing to tier two support and account management, providing an outstanding and professional support to specific areas of the business.
  • Contribute ideas and suggestions for the proactive improvement and effectiveness of the Service Centre delivery.
  • Deal with issues with minimum supervision.
About You
You will have gained the following skills/experience:
 
Minimum Criteria:
  • Experience working in a IT Service Centre environment.
  • Strong customer service skills
  • Strong problem solving skills
  • Strong development and learning skills
Desirable:
  • Experience of Intune
  • Experience of Landesk Servicedesk
  • Experience of Landesk Total User Management
  • Experience supporting ios Apple devices 
  • Experience using Microsoft SCCM
  • Demonstrate track record of owning & managing initiatives / projects to completion
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, and our people demonstrate these values:
  • Empowerment
  • Empathy
  • Inclusion
  • Forward thinking
  • Excellence
As a Motability Operations team member, the benefits you can expect are:
  • Competitive salary and discretionary annual bonus
  • 15% non-contributory pension (9% non-contributory during probation period)
  • Private healthcare
  • 27 days holiday in addition to bank holidays
  • Life assurance
  • Voluntary benefits such as dental insurance and gym membership
  • Cycle to work scheme
  • A flexible working arrangement between home and the office 
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.

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