At a Glance
- Tasks: Lead digital innovation in customer service using AI and automation.
- Company: Motability Operations, a unique organisation transforming mobility solutions.
- Benefits: Hybrid working, competitive salary, generous leave, and health benefits.
- Other info: Join a diverse team committed to social and environmental responsibility.
- Why this job: Make a real impact on customer experiences through cutting-edge technology.
- Qualifications: Strong technical skills and a passion for improving customer journeys.
The predicted salary is between 49500 - 60500 £ per year.
Help shape the future of customer service through AI and digital innovation. Are you passionate about technology and the opportunities it creates to transform customer experiences? Do you enjoy getting hands-on with digital solutions, solving complex challenges and turning innovative ideas into real improvements?
At Motability Operations, we're looking for a Digital Optimisation Lead to help us take our Contact Centre's digital capabilities to the next level. This is an exciting opportunity for someone with strong technical expertise who wants to make a genuine impact. You'll play a key role in how we introduce, develop and optimise digital solutions, including conversational AI, automation, chatbots and customer self-service technology.
We're looking for more than someone who can identify opportunities for improvement. We want someone who can take those opportunities, turn them into practical solutions and demonstrate the difference they've made.
What you'll be doing
- Working within our Operations and Transformation team, you'll be at the heart of improving how our Contact Centre uses technology to support both customers and colleagues.
- You'll use your technical knowledge and experience to make our existing digital solutions work harder, while helping us introduce new capabilities that simplify customer journeys and improve operational efficiency.
Your responsibilities will include:
- Driving digital innovation: Implementing, configuring, testing and continually improving digital solutions, including conversational AI, automation, chatbots and self-service technologies.
- Making a measurable difference: Using data, customer insights and performance measures to identify opportunities, improve efficiency and deliver better customer experiences.
- Getting hands-on with technology: Investigating technical challenges, troubleshooting issues and optimising solutions to ensure they're delivering the best possible outcomes.
- Improving customer journeys: Reviewing processes and digital interactions to identify opportunities for automation, remove unnecessary complexity and make things easier for our customers.
- Working collaboratively: Partnering with our Product Teams, technology specialists, operational colleagues and external providers to develop and enhance our digital capabilities.
- Taking ownership: Using your technical expertise and judgement to drive improvements from initial opportunity through to implementation and ongoing optimisation.
Qualifications
What we're looking for:
- We're looking for someone who combines strong technical expertise with curiosity, problem-solving skills and a passion for improving customer experiences.
- You'll be comfortable working independently, confident navigating complex systems and motivated by seeing the real-world impact of your work.
- To be successful in this role, you'll bring:
- Proven experience implementing, managing or optimising digital solutions, automation technologies or technology-enabled improvements.
- Hands-on experience configuring, testing, troubleshooting or enhancing digital systems.
- A track record of delivering measurable improvements through technology, with examples of the results you've achieved.
- Strong analytical and problem-solving skills, with the ability to use data and performance insights to identify and resolve issues.
- Experience reviewing processes or customer journeys and translating opportunities into practical digital improvements.
- The confidence to take ownership of technical solutions and drive improvements through to completion.
- Strong communication skills, with the ability to make complex technical information clear and easy to understand for non-technical colleagues and stakeholders.
- The ability to build effective relationships and work collaboratively with technical teams, operational colleagues and external partners.
It would be particularly beneficial if you have experience with:
- Conversational AI and Natural Language Processing (NLP).
- Chatbots, virtual assistants or automated customer interactions.
- Customer self-service technology.
- Digital optimisation within a Contact Centre or customer service environment.
You don't need to have worked with every technology mentioned above, but you should bring strong practical technical experience and an enthusiasm for developing your expertise further.
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.
We are the largest car fleet operator 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.
As a Motability Operations team member, you can expect:
- An annual discretionary bonus
- 15% non-contributory pension
- Life assurance at 4 times your basic salary
- Employee Discount Scheme
- Discounted Electric/Hybrid Car Salary Sacrifice Scheme
- Access to the Cycle to Work Scheme
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
- Funded health screening for over 50s
- One paid volunteering day every year to support a local charity
We also understand that not everyone is the same so offer several voluntary benefits that you can select outside the core package.
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 are a Certified B Corp, that means we meet B Lab Standards for social and environmental performance, transparency and accountability.
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.
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.
Contact Centre Digital Optimisation Lead employer: Motability Operations
As a Senior Events and Marketing Executive, you'll be part of a dynamic and collaborative team dedicated to creating impactful experiences that resonate with our customers. Our inclusive work culture fosters creativity and innovation, while offering ample opportunities for professional growth and development in the vibrant cities of Edinburgh, Bristol, and London. Join us to make a meaningful difference in the lives of those we serve through engaging events and strategic marketing initiatives.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Digital Optimisation Lead
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Motability Operations. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Motability Operations before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Contact Centre Digital Optimisation Lead
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Motability Operations:Your cover letter is your chance to shine! Tell us why you want to work at Motability Operations specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Motability Operations!
How to prepare for a job interview at Motability Operations
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
