Motability Customer Service Advisor
| Posting date: | 17 July 2025 |
|---|---|
| Salary: | £26,500.00 per year |
| Hours: | Full time |
| Closing date: | 14 August 2025 |
| Location: | West Midlands, B37 7YB |
| Company: | BCA Group |
| Job type: | Permanent |
| Job reference: | ORG3669-motabCSA001 |
Summary
Motability Customer Service Advisor
Birmingham Business Park
Salary - £26,500
Monday - Friday
Purpose of the Role
To provide exceptional front-line customer service to Motability Operations. The role requires strong communication and organisational skills to manage vehicle collection and delivery queries efficiently and ensure the highest standards of service are maintained.
Key Responsibilities
Customer Interaction
Act as the primary point of contact for Motability Operations.
Respond to both telephone and email enquiries in a professional, timely, and helpful manner.
Ensure all customer interactions are resolved within the agreed service level agreements (SLAs).
Inbound Phone Support
Handle incoming phone calls related to vehicle movements and general customer queries.
Ensure queries are resolved or escalated as appropriate.
Outbound Communication
Make outbound calls to Motability, customers, and dealerships regarding:
Vehicle collection confirmations
Delivery coordination
Booking amendments or issues
Email Correspondence
Monitor and respond to emails regarding collection/delivery requests.
Maintain inbox and system folders in an organised and efficient manner.
Ensure response times meet or exceed SLA requirements.
Operational Duties
Proactively manage and prioritise workload to meet daily targets and lead times.
Liaise with the Driver Control Department to resolve any internal or customer-related issues.
Support the Senior Customer Advisor, Customer Service Supervisors, and the Customer Solutions Director with daily tasks and ad hoc requests.
System and Reporting Responsibilities
Regularly update core systems including AS400, Manpack, and Freshdesk.
Produce operational and performance reports using appropriate software tools.
Perform accurate data entry and system interrogations to support day-to-day activities.
Customer Experience and Compliance
Resolve any customer complaints or queries efficiently and in line with company policies.
Take corrective actions to prevent recurrence of service issues.
Ensure compliance with Motability standards and internal quality guidelines.
Team Support and Flexibility
Provide support to other departments or colleagues as needed to ensure team objectives are met.
Undertake any other reasonable duties required by the business.
Birmingham Business Park
Salary - £26,500
Monday - Friday
Purpose of the Role
To provide exceptional front-line customer service to Motability Operations. The role requires strong communication and organisational skills to manage vehicle collection and delivery queries efficiently and ensure the highest standards of service are maintained.
Key Responsibilities
Customer Interaction
Act as the primary point of contact for Motability Operations.
Respond to both telephone and email enquiries in a professional, timely, and helpful manner.
Ensure all customer interactions are resolved within the agreed service level agreements (SLAs).
Inbound Phone Support
Handle incoming phone calls related to vehicle movements and general customer queries.
Ensure queries are resolved or escalated as appropriate.
Outbound Communication
Make outbound calls to Motability, customers, and dealerships regarding:
Vehicle collection confirmations
Delivery coordination
Booking amendments or issues
Email Correspondence
Monitor and respond to emails regarding collection/delivery requests.
Maintain inbox and system folders in an organised and efficient manner.
Ensure response times meet or exceed SLA requirements.
Operational Duties
Proactively manage and prioritise workload to meet daily targets and lead times.
Liaise with the Driver Control Department to resolve any internal or customer-related issues.
Support the Senior Customer Advisor, Customer Service Supervisors, and the Customer Solutions Director with daily tasks and ad hoc requests.
System and Reporting Responsibilities
Regularly update core systems including AS400, Manpack, and Freshdesk.
Produce operational and performance reports using appropriate software tools.
Perform accurate data entry and system interrogations to support day-to-day activities.
Customer Experience and Compliance
Resolve any customer complaints or queries efficiently and in line with company policies.
Take corrective actions to prevent recurrence of service issues.
Ensure compliance with Motability standards and internal quality guidelines.
Team Support and Flexibility
Provide support to other departments or colleagues as needed to ensure team objectives are met.
Undertake any other reasonable duties required by the business.