Customer Contact Centre Team Manager (Edinburgh)

About The Role

Motability Operations are currently recruiting for a Customer Contact Centre Team Manager to join our team in Edinburgh on a full-time basis. Reporting into a Customer Service Manager the key responsibilities of this role are to lead and inspire a team of Customer Service Specialists. You will act as the customer champion to drive results and make things happen by planning, prioritising, coaching, and developing your team.

In this role, you will:

• Manage individual and team performance against KPI's via regular performance reviews – offering continuous support, encouragement, and development
• Encourage and promote the team to make their own decisions so they are motivated to do their best
• Manage absence, performance, recruitment, and people processes in line with company policy
• Work in partnership with the Hive to have the right people in the right place at the right time to meet all our KPI’s
• Develop future talent
• Support and implement new and ongoing business initiatives
• Work as part of a Customer Contact Management Team with regular contact and open and honest communication
• Embrace and manage change effectively by being open to new ideas and fresh approaches

About You

• You have a passion for motivating and developing people to do their best
• You value simplicity
• You can respond positively to problems and take a keen interest in solving them
• You embrace change and actively seek to improve yourself and processes around you
• You are organised and can prioritise effectively
• You are a self-motivator who can work collaboratively to achieve a goal
• You have a good understanding and can balance customer services needs versus the needs of the business

Minimum criteria

• Proven experience managing a team within a Customer Contact Centre or high-volume operational environment
• Demonstrable experience of leading people through change, including organisational restructures, process or system transformations, technology change, and changes to KPIs, ways of working.
• Experience of managing performance against multiple KPIs, including productivity, quality, customer outcomes, and people measures
• Proven ability to coach and develop colleagues, including managing underperformance and building capability during periods of change
• Experience of stakeholder communication, translating business change into clear, practical messages for frontline teams
• Strong working knowledge of people processes (absence, performance management, engagement, recruitment)

About The Company

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 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.