VRM Condition Management Specialist in Bristol

Description

Motability Operations are currently recruiting for a VRM Condition Management Specialist to join our team in Bristol on a full-time, permanent basis. You'll be part of a specialist Condition Management team, working alongside experienced colleagues who share a passion for assessing vehicle condition and delivering consistent team outcomes. You'll report directly to the Condition Management Team Manager, working closely with them on day-to-day priorities, quality, performance and continuous improvement. You'll also collaborate with teams across Operations, Remarketing, Customer Experience, digital development and other areas of the business, providing your expertise and insight where vehicle condition plays a key role. You will work alongside multiple Third party suppliers, inclusive of Logistics, refurbishment and inspection partners and work within a large vehicle remarketing function.

What you'll be doing:

Sourcing Proof of Delivery documents
Working alongside multiple refurbishment and inspection third party suppliers using self serve online portals
Providing details on the exact nature of the claim
Utilising imagery and condition data and descriptions to deliver a consistent and fair outcome
Checking of the vehicle condition reports and being able to cross reference multiple sources of evidence to deliver a clear outcome
Able to communicate complex resolution proposals in simple to understand language, both verbally and written
To maintain a KPI for claims worked per day to enable us to achieve the team turnaround KPI of 2 working days.
Highlight any incorrectly completed MOT Vehicle Condition Reports or Hand back vehicle condition reports to the wider business
Highlight any vehicles that may have been damaged either in transit, or from our refurb partner and follow up to point of resolution
Provide support and attend dealer educational visits where needed

Qualifications

You're a vehicle condition expert who takes pride in getting the detail right. You'll bring strong practical knowledge of vehicle damage, leasing and remarketing, with the confidence to assess condition accurately and consistently using multiple sources of evidence and work within a set condition standards. You'll be comfortable making decisions independently, applying your judgement to determine the severity of damage and appropriate repair costs, while knowing when to seek guidance on more complex cases. You'll enjoy working as part of a knowledgeable team, sharing your expertise and supporting others to maintain high standards. You'll be keen and pro-active to look for ways to improve how we assess and record vehicle condition, embrace new technology and processes, and contribute to delivering a consistent, fair and high-quality experience for our customers and the wider business.

Minimum criteria:
Previous experience within vehicle leasing, fleet, automotive remarketing, vehicle preparation or a related automotive environment.
Practical experience of assessing vehicle condition and identifying damage, ideally within a de-fleet, end-of-contract or remarketing environment.
Good understanding of vehicle damage categories, severity and appropriate repair requirements.
Experience using vehicle imagery or photographic evidence to assess and validate damage.
Working knowledge of BVRLA/NAMA standards, or demonstrable experience working to recognised vehicle condition standards.
Ability to make consistent, evidence-based decisions and confidently justify those decisions when challenged.
Strong attention to detail, with the ability to manage a high volume of assessments without compromising accuracy or quality.
Comfortable working with systems, multiple different self serve portals and data to record and assess vehicle condition.
Able to prioritise workload effectively and consistently deliver against agreed SLAs and quality standards.
Strong communication skills both written and verbal with the confidence to professionally challenge and discuss condition decisions with colleagues and stakeholders.
A proactive approach to identifying inconsistencies, trends and opportunities to improve processes.
Resilient and adaptable, with the ability to work effectively in a fast-paced and changing operational environment.
D emonstrable commitment to delivering a fair, consistent and customer-focused outcome while understanding the commercial impact of condition decisions.

Benefits

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 800,000 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. They represent ambition, and we look for our people to live and breathe them every day:
We find solutions
We drive change
We care

We operate hybrid working across the organisation where we split our time between working on-site at our offices, and at home, remotely within the UK. We believe hybrid working achieves a good work/life balance for our colleagues, allowing us to connect with each other, collaborate on important work, and perform together to deliver for our customers. It allows us to have the flexibility to work remotely up to 2-days per week whilst also using the great office spaces we have available.

As a Motability Operations team member, you can expect:
An annual discretionary bonus
15% non-contributory pension (9% non-contributory pension during probation period)
Life assurance at 4 times your basic salary to give you peace of mind that your loved ones will receive some financial help
Employee Discount Scheme with a huge number of retailers and an app to save on the go
Discounted Electric/Hybrid Car Salary Sacrifice Scheme
Access to the Cycle to Work Scheme (we have showers, changing rooms and secure bike sheds on site)

As well as financial benefits, our staff's health and well-being are very important to us, so we also offer:
28 days annual leave with option to purchase and sell days
Funded Private Medical Insurance cover
Critical illness insurance
Free access to healthcare apps, such as Peppy, Unmind, Aviva Digital GP
Funded health screening for over 50s
1 day per year to volunteer - Staff can support a local charity or do a sponsored event whilst being paid for it
Access to our fully accessible company allotment - Where we grow our own produce for local charitable organisations
Access to Prayer room and quiet spaces whilst working in the office

We also understand that not everyone is the same so offer several voluntary benefits that you can select outside the core package, these include;
Dental Insurance
Health and cancer screenings for you and your partner
Discounted gym memberships
Charitable giving

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.

Please note, Motability Operations reserves the right to bring forward the closing date of any of its job vacancies if we receive a suitable number of quality applications from which to make a shortlist. Therefore, we recommend that you apply as soon as possible rather than wait until the published closing date.