Customer Application Solutions Team Manager (12-month Secondment/FTC)
3 days ago
Newport
Description Ready to apply Before you do, make sure to read all the details pertaining to this job in the description below. Motability Operations are currently recruiting for a Customer Application Solutions Team Manager to join our team in Bristol on a full-time 12-month secondment. This is an exciting opportunity to join a high-performing Customer Application Solutions Team (CAST) as a Team Manager. You'll work closely with the CAST Team Manager to expand and develop an established team, integrating new workflows resulting from Connected Insurance initiatives, while maintaining service level agreements (SLAs) across existing operations. In this role you will: • Lead and support the team of Account Managers to review applications that cannot progress due to failing a scheme policy or rule., • Oversee the management of In Life Tracker case reviews, ensuring concerns of misuse are addressed effectively., • Guide the team in supporting customers navigate Connected Insurance onboarding, including pairing with the Drive Safe with Motability app., • Provide leadership on sensitive cases, including instances where a customer may need to be removed from the scheme due to driving behaviours outside of acceptable parameters., • Manage a third-party supplier - TGSS who install location trackers and contract management, ensuring adherence to SLAs, effective communication, and timely issue resolution., • Monitor the team's performance and progress towards meeting individual and team targets, ensuring consistent high-quality service delivery., • Act as a point of escalation for complex cases, providing expert advice and support to the team., • Identify opportunities for continuous improvement in team processes and support their successful implementation., • Build strong collaborative relationships with internal departments to ensure seamless case management and progression, • Proven experience in managing a team, with a track record of delivering high-quality customer service., • Excellent communication and interpersonal skills, with the ability to engage and manage stakeholders at all levels., • Experience in managing third-party suppliers and contractors, managing contractual obligations, setting expectations, and ensuring service delivery meets agreed-upon standards., • Strong objection-handling skills, with experience leading challenging conversations and providing effective resolutions., • Ability to analyse data, assess team performance, and make informed decisions to improve processes and outcomes. • We believe no one should be left behind - We find solutions, • We believe we must take the lead - We drive change • Pay: competitive salary, with a yearly discretionary bonus, based on your performance, • Holiday: 28 days, and you can buy and sell days, • Pension: 15% non-contributory pension (9% during probation), • Health and wellbeing: Private Medical Insurance cover available for all employees and free health screenings for over 50s. Life assurance at four times your basic salary, to give you peace of mind. Free access to healthcare apps like Peppy, Unmind, and Aviva Digital GP. Mental Health Allies and an Employee Assistance Programme, • Development: A library of internal training on our myLearn platform, • Family friendly: We have competitive family leave policies, • Diversity and inclusion: We embrace the diversity of our people and empower them to come to work as their true selves. We want them to flourish and be rewarded equally. We have Employee Network Groups, and we pride ourselves on being inclusive and all our offices have first-rate disability access, • Helping our community: One volunteering day each year, and access to volunteering platform Neighbourly, • Schemes: Car Benefit Scheme for electric and hybrid cars. This means you can lease a brand-new electric or plug-in hybrid car, with insurance and more, for a fixed monthly amount. Cycle to Work Scheme. Employee Discount Scheme, to save money across lots of retailers