Contact Centre Advisor (Full Time)

Location:
Bristol
Department:
Customer Contact Centre
About The Role
Excellent opportunity to join our contact centre in Bristol.  You will be meeting and exceeding our customers expectations on a daily basis by dealing with their queries, concerns and complaints in a friendly, facilitative and flexible manner. You will also be proactively managing all customer contact (primarily dealing with inbound telephony queries but can be any contact method) and ensuring that service levels are achieved. We are looking for candidates who are flexible in approach and outlook and are prepared to help in all aspects of our Customer Service proposition.
 
Responsibilities include:
  • Provide customers with timely and accurate information on all aspects of the Scheme in a courteous manner, initially primarily by telephone but may also be by any other preferred contact route (as required by the company and department)
  • Provide empowered and resourceful responses to all customer queries, problems, and complaints ensuring all calls are resolved within the team as a ‘One Stop Shop’
  • To be a forward thinking employee who actively represents the customer throughout the organisation, suggesting and helping to implement improvements on already established procedures
  • To question and engage with the customer with empathy and in a helpful manner in order to understand a customer’s problem/ root cause of query and use initiative to find a solution
  • Ensure the complete and effective resolution of customers’ immediate queries or concerns at first point of contact, and identify and resolve any related issue to prevent further necessary contact
  • Strives to continually improve personal performance in order to achieve team and departmental SLA’s and KPI’s
  • Takes responsibility for continuous self-development and own learning. Works as part of a team and supports colleagues
  • Be flexible and versatile; responding as needed to the customer or company requirements
About You
You will have gained the following experience/skills:
 
Minimum 
  • A genuine interest in providing excellent Customer Service
  • Clear and articulate telephone manner
  • Proven experience in a Customer facing role
  • Experience of working to service levels/deadlines
  • Good Knowledge of PC literacy within a Windows environment 
Desirable 
  • Previous experience of working in a call centre environment
  • Working in a problem-solving environment
  • Working on own initiative, making decisions and taking full ownership of situations through to complete resolution
About The Company
At Motability Operations Ltd we provide a unique mobility proposition for the specific needs of people with disabilities by leasing cars, scooters and powered wheelchairs to those in receipt of Disability Living Allowance and Personal Independence Payment. We are the largest car fleet operator in the UK (purchasing around 10% of all the new cars sold in the UK) and have over 600,000 customers. 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:
  • We strive for excellence
  • We are passionate about what we do
  • We have a high performance culture
  • We think and act commercially
  • We are friendly, flexible and facilitating

What’s on offer
As a Motability Operations Ltd team member you can expect:

  • Competitive salary
  • Private healthcare
  • 15% non-contributory pension
  • Generous holiday allowance
  • Life assurance
  • Voluntary benefits such as discounted car hire, roadside recovery membership, travel insurance and gym membership

Unfortunately Motability Operations Ltd is unable to provide visa sponsorship; therefore applicants applying to work with Motability Operations Ltd must be eligible to work in the UK.

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