Customer Solutions Team Manager (9 months contract)

Location:
London
Department:
Commercial
About The Role
You will be leading and managing a team of account managers in meeting and exceeding customer expectations as well as company and team performance objectives. Ensuring the account managers provide exceptional service via end to end case management, and make decisions that balance the customer needs versus the business requirements as well as reducing and/or removing risk (to the customer and the business), by clearly demonstrating ownership.
 
Responsibilities include:
  • To lead and manage a team of Account Managers with responsibility for operational case management activity, achievement of team performance objectives as well as input into the strategic development of the team
  • Work collaboratively with peers and Scheme partners on cross business issues, Scheme improvements and efficiencies
  • Review and interpret management information, performing trend analysis and making recommendations to improve team processes and procedures
  • Act as a role model for our values and inspire passion for customer service
  • Inspire, develop and motivate the team encouraging them to take ownership and accountability for decisions
  • Effectively manage the team to maximise performance
  • Inspire the team to exceed customer expectations and increase satisfaction as measured by CSI and ICS
  • Manage costs in line with the Discretionary budget
  • Lead and manage departmental engagement e.g. R & R, Training, HPO, Recruitment
  • Facilitate communication and feedback through regular team meetings to enhance the customer experience and highlight issues as well as complete regular 121’s and performance reviews, offering continuous support and development
  • Fully support the coaches in call quality, identifying issues of development and address areas of ongoing concern
About You

You will have gained the following experience/skills:

 
Mandatory
  • Experience of team management
  • Decision making using budgetary and management information
  • Responsibility for achievement of team performance objectives
  • An understanding of risk and experience in a role where this has been demonstrated
Desirable
  • Experience of managing a team dealing with decisions
  • Experience of managing a team dealing with escalated customer issues#
  • Working in a department which manages both inbound and outbound calls/work
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 625,000 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:
  • Empowerment
  • Empathy
  • Inclusion
  • Forward thinking
  • Excellence

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

  • 28 days holiday in addition to bank holidays
  • 15% non-contributory pension after probation
  • Private healthcare
  • Life assurance
  • Season ticket loans
  • Voluntary benefits such as discounted car hire, roadside recovery membership, travel insurance, health checks 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.